Movate has announced a strategic partnership with Kahuna Labs to develop next-generation technical support solutions powered by artificial intelligence and expert services. The collaboration aims to help enterprises achieve measurable outcomes from AI adoption in customer and technical support operations.
As organizations increasingly deploy AI across service and support functions, many still struggle to realize clear financial benefits—particularly when handling complex technical issues that require deep diagnostics, quick resolution times, and consistent support quality. The partnership between Movate and Kahuna Labs seeks to address this challenge by introducing a model that combines advanced AI capabilities with experienced human support teams.
Together, the companies are creating a new service framework that integrates AI-driven insights with expert technical assistance to improve support efficiency and reduce operational costs. The joint offering is designed to lower the overall cost of resolving complex technical cases while maintaining or improving key service metrics such as Mean Time to Resolution (MTTR) and overall customer experience.
Unlike traditional AI implementations that require organizations to experiment and absorb potential risks, the partnership focuses on an outcome-based delivery model. By leveraging intelligent diagnostics, contextual data analysis, and global delivery expertise, the companies aim to deliver predictable results and measurable improvements in support performance. Early projections suggest the solution could reduce per-case technical support costs by up to 20% in complex environments.
At the core of the platform is Kahuna Labs’ Troubleshooting Map™, which integrates contextual reasoning into support workflows. The tool guides engineers through the right diagnostic questions, data collection steps, and resolution actions as technical cases evolve. Additional capabilities such as Complexity Score™ and Completeness Score™ help evaluate the potential complexity of support cases and ensure that the right diagnostic signals are captured early in the troubleshooting process.
Movate contributes deep experience in managing complex technology environments, including expertise in global managed services, AI-driven engineering, intelligent infrastructure, and enterprise platform support. By combining its global delivery capabilities with Kahuna’s AI-based diagnostics platform, the companies aim to modernize support operations while helping enterprises maintain their existing technology ecosystems.
According to Pradyumna Shirahatti, Chief Business Officer at Movate, enterprises today face increasing pressure to demonstrate tangible returns on their AI investments, particularly in customer-facing functions. He noted that combining Kahuna’s data-driven recommendations with Movate’s global delivery capabilities creates a hybrid model that enables faster issue resolution while lowering the cost per support case.
Sanjeev Gupta, CEO of Kahuna Labs, added that many AI initiatives fall short because complex technical work requires contextual understanding and guided decision-making. He emphasized that successful AI adoption requires both technological capability and organizational change. By partnering with Movate, Kahuna aims to extend its platform into a scalable delivery model that emphasizes measurable outcomes and accountability.
The joint solution is targeted at enterprises seeking to modernize technical support operations, improve diagnostic accuracy, and reduce operational costs while continuing to leverage existing enterprise platforms such as Salesforce.
Currently, Movate and Kahuna Labs are working with select enterprise customers to test and refine the model before expanding its availability to the broader market.
