In a move designed to shift the focus from AI experimentation to measurable business results, digital technology and customer experience (CX) specialist Movate has announced a strategic partnership with Kahuna Labs, a pioneer in AI-driven support engineering.
The collaboration aims to redefine technical support by combining deep AI intelligence with expert human services. The partnership’s primary objective is to deliver a new commercial and delivery model that underwrites performance, specifically targeting a 20% reduction in per-case support costs within complex environments.
Moving Beyond AI Experimentation
As enterprise AI adoption accelerates, many organizations are finding the economic impact of these implementations difficult to quantify, particularly in high-stakes technical support where resolution speed and diagnostic accuracy are critical.
Movate and Kahuna Labs are addressing this “ROI gap” by offering an outcome-driven approach. Rather than asking clients to absorb the risks associated with AI testing, the partnership leverages platform intelligence and global delivery expertise to ensure that key performance indicators (KPIs), such as Mean Time to Resolution (MTTR), are maintained or improved even as costs decrease.
Pradyumna Shirahatti, Chief Business Officer of Movate, said:
“Enterprises are under enormous pressure to demonstrate real returns from AI investments, especially in customer-facing operations. Kahuna AI’s data-driven support recommendations, combined with Movate’s global delivery excellence, enable a new AI-powered, human-led delivery model focused on faster resolution and lower cost per case. Together, we’re building an outcome-based approach where value is measurable and ROI is clear, so customers gain both confidence and capability. This is the shift from experimentation to execution.”
The Tech Behind the Transformation
The partnership integrates Kahuna Labs’ proprietary technology directly into the support workflow. Key features include:
- Troubleshooting Map: Embeds contextual reasoning to prompt engineers with specific questions and diagnostic actions.
- Complexity Score: Dynamically assesses the potential journey of a case to allocate resources effectively.
- Completeness Score: Ensures all necessary diagnostic signals are captured early in the process to prevent “ping-ponging” of tickets.
Movate complements this technology with its extensive experience in managing complex technology ecosystems and its “Human + AI” delivery model. The joint offering is designed to integrate seamlessly with existing enterprise platforms, such as Salesforce, allowing organizations to modernize their support operations without disrupting current infrastructure.
Sanjeev Gupta, CEO of Kahuna Labs, commented:
“Most AI initiatives fail to deliver impact not because the technology is weak, but because complex work requires context, diagnostics, and guided decision-making. There is significant change management involved in driving success at scale with AI+Human partnership. Teams that do not embrace AI have a limited runway ahead. Team Movate has embraced AI at an exemplary pace – by partnering with Movate, we are extending Kahuna’s platform into a delivery and commercial model that is outcome-driven. This is about moving from AI potential to AI accountability.”
Looking Ahead
The joint solution is currently being piloted with a select group of customers to refine the commercial structures and validate the model. By tying AI deployment to measurable performance, Movate and Kahuna Labs aim to provide a de-risked pathway for enterprises looking to scale their mission-critical operations.