Features
Deflection AI: auto-resolves tickets from past tickets, help center, live data
AI Copilot: auto-generates suggested replies with reasoning and references
Escalation Copilot: one-click escalation to Slack or Jira with full context and two-way sync
AI Tagging & Field Filling: auto-categorizes and fills ticket fields, supports ticket form selection
Call Insights & Summary: transcribes and summarizes calls with customizable templates
Quality Assurance: scores 100% of conversations against custom criteria
Troubleshooting Agent: investigates code, logs, recordings, and tools for root cause
Ticket Trends and Topic Insights: analytics on ticket patterns
Multilingual support (50+ languages)
Knowledge base and training material management
Custom workflows and trigger conditions for AI assignments
Shopify integration for real-time order context
Two-way sync with Slack and Jira
SOC-2 Type 2 certified, GDPR compliant, hosted on Microsoft Azure in Europe
Escalation forms with custom fields and unlimited escalations
AI triage with 99.1% accuracy
Automated AI replies with actions (refunds, account updates)
Omnichannel inbox (email, chat, social, voice)
No-code workflow automation
Native knowledge base with semantic search
SingleView customer context (full history, orders, data)
Analytics and SLA management
SOC 2 Type II, GDPR, SSO/SAML compliance
Role-based access and audit logs
Redesigned live chat with self-service focus
Continuous learning from human resolutions
Phased deployment (triage → answers → autonomous)
White-glove implementation with dedicated team
Kay AI agent works with Zendesk, Freshdesk, Intercom, Salesforce
API integration for custom actions
