Movate Partners with Kahuna Labs on AI-Driven Technical Support Solution

Movate, a digital technology and customer experience service provider with a global presence, has entered into a strategic partnership with Kahuna Labs, which has established itself as an AI-based support engineering service provider. The partnership is expected to provide next-gen tech support with the power of AI and expert-led service delivery to deliver outcomes versus experiments.

As organizations continue to accelerate the integration of AI across customer support operations and service environments, many organizations face challenges in achieving economic benefits, especially in complex technical support scenarios.

This problem is being addressed by Movate and Kahuna Labs through the introduction of a new delivery and commercial framework that aims to integrate AI-powered insights with human expertise. The solution is focused on reducing the total cost of handling complex technical issues while improving or maintaining operational performance.

As part of the partnership, Movate and Kahuna are working towards the goal of an outcome-based model with the objective of realizing savings of up to 20% in per case support costs in complex support environments. At the same time, the approach is expected to sustain or improve critical performance metrics like Mean Time to Resolution (MTTR) and customer experience.

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Rather than placing the risk of AI experimentation on customers, the companies are designing a framework that emphasizes guaranteed performance through a combination of AI-powered intelligence, guided diagnostics and Movate’s global service delivery capabilities.

A key component of this solution is Kahuna Labs’ Troubleshooting Map™, which embeds contextual reasoning into the support workflow. The system guides engineers by recommending relevant questions, diagnostics and actions as the complexity of a case evolves. Complementing this capability, Complexity Score™ evaluates the potential progression of support cases, while Completeness Score™ ensures that critical diagnostic signals are captured early to enable faster and more accurate resolutions.

Movate contributes deep operational expertise in managing complex technology ecosystems across industries. Its experience spans global managed services, AI-led engineering, intelligent infrastructure and comprehensive enterprise platform and product support. Leveraging proprietary and partner AI technologies, Movate combines global delivery scale with outcome-focused engagement models across technical support, professional services and customer success—helping organizations run, modernize and scale mission-critical operations without disrupting existing environments.

Together, the companies aim to transform traditional technical support from unpredictable, variable cost structures into a more deterministic, outcome-driven operating model.

“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.”