Kai AI Success Story: How Hawkeye Transformed Incident Management and Slashed MTTR by 90%

About Kai AI

Kai Legal transforms traditional legal work by automating complex, time-consuming tasks with precision and speed. Our advanced system extracts and summarizes critical information from discovery documents, analyzes perspectives for both plaintiffs and defenses, and even translates documents into multiple languages. This smart automation streamlines your workflow, reduces costs, and enhances accuracy, serving as your on-demand team of paralegals.

The Challenge: Growing Pains in Incident Management

In today’s high-velocity technology landscape, every minute of downtime can impact customer satisfaction and business outcomes. For growing companies like Kai.AI, the ability to quickly diagnose and resolve incidents is critical to maintaining service level agreements and delivering reliability at scale.

As Kai.AI scaled their platform and customer base, their operations teams found themselves at a critical junction. Engineers were spending hours manually piecing together data from Grafana dashboards and Prometheus metrics, delaying root cause identification and extending downtime. The expanding volume and complexity of telemetry data was overwhelming human triage processes, putting pressure on the team to meet customer SLAs.

Despite having robust observability tools capturing valuable data, Kai.AI faced a common hurdle: connecting the dots across systems for rapid root cause analysis remained a major challenge.

Enter Hawkeye: The AI SRE Teammate

In April 2024, Kai.AI implemented Hawkeye by NeuBird, a GenAI-powered SRE solution that seamlessly integrated with their existing observability stack. Unlike traditional monitoring tools that simply collect and display data, Hawkeye works as an intelligent teammate that understands the relationships between system components and applies advanced correlation and reasoning to surface instant root cause analysis.

The implementation was remarkably straightforward. Operating as a SaaS solution within NeuBird’s AWS environment, Hawkeye established secure connections to Kai.AI’s Grafana and Prometheus endpoints, allowing it to query telemetry data in read-only mode without requiring on-premises installation or changes to Kai.AI’s underlying infrastructure.

Transformative Results

The impact was immediate and substantial:

• 90% Reduction in MTTR: Incident resolution times fell dramatically, enabling quicker recovery and higher system reliability.
• 24/7 AI Support: Hawkeye acts as a constant AI teammate, proactively diagnosing issues around the clock.
• Improved SLA Compliance: Faster incident handling helped Kai.AI meet and exceed SLA targets, strengthening customer trust.
• Engineering Focus Shifted to Innovation: By eliminating manual data sifting and diagnosis, Hawkeye freed engineering resources to focus on strategic innovation rather than firefighting.

The Human Impact: Beyond Metrics

While the performance metrics tell one story, the human impact has been equally significant. Kai.AI’s engineering team no longer starts their day dreading the backlog of unresolved incidents. Instead, they begin with a clear understanding of system health and can focus on creative problem-solving and building new features.

“Before Hawkeye, our team spent nearly 60% of their time investigating alerts and troubleshooting issues across our observability tools,” says Anthony Hanrahan, CTO at Kai.AI. “Now, that number has dropped to less than 15%. Hawkeye doesn’t just analyze our telemetry data faster than humanly possible—it’s fundamentally changed how our engineers work, allowing us to redirect that time toward innovation and customer value. It’s like having an expert SRE teammate who never sleeps and continuously gets smarter with each incident.”

Key Lessons Learned

The Kai.AI implementation highlighted several important insights:

1. AI-driven triage dramatically reduces MTTR: Automated correlation across telemetry data significantly shortens incident lifecycles.
2. Remote SaaS delivery accelerates adoption: Because Hawkeye runs within NeuBird’s AWS environment, deployment was seamless and impact was immediate.
3. Operational focus drives business innovation: Reclaiming engineering time from firefighting accelerated Kai.AI’s ability to deliver new features and services to their customers.

The Path Forward

For organizations facing similar challenges in scaling their operations while maintaining reliability, Kai.AI’s experience demonstrates a clear path forward. Rather than expanding headcount to manage growing complexity, AI-powered tools like Hawkeye can multiply the effectiveness of existing teams.

As cloud environments continue to grow in complexity, having an AI teammate that can process, correlate, and act on telemetry data at cloud scale isn’t just a nice-to-have—it’s becoming essential for companies committed to operational excellence.

By transforming incident management from a reactive, manual process to a proactive, intelligent workflow, Kai.AI has positioned themselves for sustained growth without the corresponding operational burden.

Ready to transform your cloud operations with an AI SRE teammate? Contact us to learn how Hawkeye can help your organization tackle the complexity of modern cloud environments.