As enterprises accelerate the adoption of artificial intelligence across customer service and frontline operations, many organizations continue to struggle with achieving measurable returns from their AI investments. In particular, complex technical support environments often require fast diagnosis, accurate troubleshooting, and consistent resolution areas where traditional AI implementations alone have not always delivered predictable results. To address this challenge, Movate, a global leader in digital technology and customer experience (CX) services, has announced a strategic partnership with Kahuna Labs, a company known for its AI-driven support engineering solutions.
Through this collaboration, the two companies aim to introduce a next-generation technical support framework that blends advanced AI capabilities with expert human services. Instead of relying solely on experimental AI deployments, the partnership focuses on delivering guaranteed, outcome-driven support solutions designed to improve efficiency while lowering operational costs.
AI Authority Trend: CoreWeave and Perplexity Partner to Scale AI Inference Workloads
As AI adoption continues to grow across enterprise environments, many organizations have realized that the economic impact of AI initiatives can be difficult to measure especially in technical support scenarios where the complexity of cases varies significantly. However, Movate and Kahuna Labs plan to change this dynamic by combining their strengths to create a support model that delivers measurable results.
Under the partnership, Movate and Kahuna Labs will introduce a new commercial and operational model that merges AI-powered intelligence with skilled human expertise. The goal is to reduce the total cost of resolving complex technical cases while maintaining or even improving key support metrics. In fact, the companies estimate that their outcome-driven approach could help enterprises reduce per-case technical support costs by up to 20 percent in highly complex support environments. At the same time, organizations can expect improvements in important performance indicators such as Mean Time to Resolution (MTTR) and overall customer experience.
Rather than asking enterprises to absorb the risk associated with experimental AI deployments, the partnership aims to deliver a performance-backed model. This model integrates platform intelligence, guided diagnostics, and global delivery expertise to ensure consistent outcomes.
A core component of the solution comes from Kahuna Labs’ proprietary technology. Its Troubleshooting Map embeds contextual reasoning directly into support workflows, helping engineers ask the right questions, gather critical diagnostics, and take appropriate actions as case complexity increases. Additionally, Kahuna’s Complexity Score predicts the likely trajectory of a technical case, while the Completeness Score ensures that the necessary diagnostic information is captured early to enable faster and more accurate resolutions.
Meanwhile, Movate contributes deep expertise in managing complex technology ecosystems. The company brings extensive experience across global managed services, AI-led engineering, intelligent infrastructure, and end-to-end enterprise platform support. By combining proprietary and partner AI solutions with its global delivery capabilities, Movate helps organizations operate, modernize, and scale mission-critical systems without disrupting their existing technology environments.
Together, Movate and Kahuna Labs aim to transform technical support economics. Instead of relying on unpredictable and variable cost structures, the companies want to move enterprises toward a more deterministic and outcome-oriented support model.
AI Authority Trend: Peridio and SolidRun Partner to Accelerate Deployment of Physical AI Platforms
“Enterprises are under enormous pressure to demonstrate real returns from AI investments, especially in customer-facing operations,” said Pradyumna Shirahatti, Chief Business Officer of Movate. “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.”
“Most AI initiatives fail to deliver impact not because the technology is weak, but because complex work requires context, diagnostics, and guided decision-making,” said Sanjeev Gupta, CEO of Kahuna Labs. “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.”
The joint solution specifically targets enterprises that want to lower the cost of technical support cases while improving diagnostic quality and resolution times. In addition, the offering enables organizations to modernize support operations without replacing existing enterprise platforms such as Salesforce.
Importantly, the model focuses on measurable business outcomes. By linking AI deployment directly to performance metrics and operational impact, Movate and Kahuna Labs aim to reduce the risks associated with AI adoption while providing clearer return on investment.
Currently, both companies are working with a select group of customers to validate the model and fine-tune the commercial framework. Following this phase, Movate and Kahuna Labs plan to introduce the solution to a broader market, offering enterprises a more reliable and results-driven approach to AI-powered technical support.
AI Authority Trend: Arrcus and Fujitsu Partner to Build Secure, Energy-Efficient AI Infrastructure
To share your insights, please write to us at info@intentamplify.com
