Monday, March 09, 2026
Movate, a global provider of 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 organizations aim to introduce the next generation of technical support services by blending advanced artificial intelligence with expert human capabilities. As a result, enterprises will gain solutions focused on delivering measurable outcomes rather than uncertain AI experimentation.
As organizations continue to accelerate AI adoption across customer support and frontline operations, they often struggle to measure the real economic value of these implementations. In many cases, businesses face uncertainty, especially when dealing with complex technical issues where resolution speed, diagnostic accuracy, and consistency are critical. Therefore, companies increasingly seek solutions that not only integrate AI but also guarantee performance improvements.
To address these challenges, Movate and Kahuna Labs have joined forces to reshape how technical support operates. Together, they are developing a new commercial and delivery model that merges AI-powered intelligence with human expertise. This combined approach aims to significantly lower the total cost associated with resolving complex technical cases.
As part of the partnership, both companies plan to introduce an outcome-based model designed to reduce per-case support costs by up to 20 percent in highly complex support environments. At the same time, the model is expected to maintain or even improve key performance metrics such as Mean Time to Resolution (MTTR) and overall customer experience.
Instead of requiring customers to assume the risk associated with AI experimentation, Movate and Kahuna Labs are working toward a model that guarantees performance outcomes. They achieve this through a blend of intelligent platforms, guided diagnostics, and global service delivery expertise.
Kahuna Labs brings its proprietary technologies to the collaboration, including the Troubleshooting Map™, which integrates contextual reasoning directly into the support workflow. This system guides engineers by recommending the right questions, diagnostics, and actions required as case complexity increases. Additionally, Kahuna’s Complexity Score™ evaluates the potential path of a technical case, while the Completeness Score™ ensures engineers gather the necessary diagnostic data early in the process to enable faster and more accurate problem resolution.
Meanwhile, Movate contributes deep expertise in managing complex technology ecosystems. The company has extensive experience in global managed services, AI-led engineering, intelligent infrastructure, and comprehensive enterprise platform and product support. Leveraging both proprietary and partner-driven AI technologies, Movate combines global delivery excellence with outcome-focused services across technical support, professional services, and customer success initiatives. This approach enables organizations to modernize and scale mission-critical operations without disrupting existing systems.
Together, the two companies aim to shift the economics of technical support. Instead of unpredictable costs and inconsistent outcomes, their model emphasizes deterministic, performance-driven support operations that deliver measurable value.
"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."
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