![Syed H.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Syed H.")
SH

Syed H.

Solutions Support AI Architect

Mid-Market (51-1000 emp.)

5/29/2026

"Surprisingly Human, High-Quality AI Replies That Nail Customer Context"

4.5/5

What do you like best about Kayako?

The quality of responses from Kay (Kayako's AI support agent) surprised me. I was expecting generic template-sounding answers and instead the responses are specific to the customer's actual situation. It references details from their email, addresses each point they raised, and the tone matches how we'd want our team to sound. I spot-checked about 50 tickets in the first month and only flagged two where I thought the response missed something. That's better than some of the junior agents I've onboarded over the years, honestly. It also knows what it doesn't know. If a ticket is ambiguous or outside what it's been trained on, it flags it for a human instead of guessing and getting it wrong. Review collected by and hosted on G2.com.

What do you dislike about Kayako?

Wish there was an easier way to give Kay quick feedback on a specific response without going into the full admin panel. Like a thumbs up/thumbs down on individual tickets that feeds back into how it learns. Maybe that exists and I haven't found it. Review collected by and hosted on G2.com.

What problems is Kayako solving and how is that benefiting you?

Response quality used to depend on which agent picked up the ticket. Some were great, some were copy-pasting canned replies that didn't really address the question. Kay is consistent. Every response is thorough and specific to what was asked. Review collected by and hosted on G2.com.

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