New Kai Resolve

Kai Resolve is an AI-powered “second-line support engineer” launched by the customer service platform Gleap. It is specifically designed to handle technical issues that cannot be resolved by the first-line AI customer service agents.

It will review the user’s screen recordings, logs, and account data, and it also has read-only access to your code repository. After identifying the issue, it can either respond directly to the customer or escalate the matter to human operators with its diagnostic findings. If it is determined that the problem is a bug, a coding task will be automatically generated and sent to the development team for review. The official rate charged for each investigation is approximately 0.49 dollars.

It is ideal for SaaS and app teams with a considerable number of users, as it can help reduce the frequency of development interruptions caused by customer service tickets. To make the most of this tool, it is essential that the product has already integrated Gleap’s screen recording and logging capabilities; using it in isolation would not be very effective.