Overview
k-ID is the compliance layer powering age appropriate digital experiences for kids and teens across gaming, social, and AI platforms. The company protects more than 100 million users across over 200 markets, helping platforms deliver experiences that adapt to a user's age and local requirements.
As k-ID scales globally, its support needs to scale with it. The goal was to make support faster and available 24/7, without compromising the experience that users expect when they need help.
Supporting Growth Without Compromising Experience
New platform launches can bring millions of users into the k-ID ecosystem in a short period of time, creating significant spikes in support demand across markets, languages, and time zones.
The challenge is not simply handling more volume. It is maintaining a fast, high quality experience for players and parents as that volume grows.
For k-ID, this meant building a support model that could combine the speed and scalability of AI with the judgement and empathy of human support teams.
Where Emily Fits In
Emily, Level3AI's AI agent, helps k-ID deliver seamless support across platforms and languages. Designed to answer enquiries, resolve issues, and escalate when needed, Emily handles cases autonomously while enabling its team to focus on those that require human expertise.
As part of k-ID's global operating model, Emily provides always-on support, giving users faster and more consistent assistance while allowing the team to scale support capacity as demand grows.
Within the first month of deployment, k-ID saw a 22% improvement in CSAT.
A Partnership Built for Scale
Parents get faster answers. Players stay in the experience. And the k-ID team can stay focused on building the infrastructure that makes age appropriate digital experiences possible around the world.
Key metrics
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200+
markets
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22%
CSAT improvement
Industry
Compliance
Product
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