Kaisa accelerates growth through AI-powered software

Kaisa connects buyers and sellers in a smarter way

High-consideration purchases, such as cars, often involve long and complex buying journeys. In fact, 66% of buyers end up purchasing a different vehicle than the one they originally considered.

Kaisa helps marketplaces and dealers understand buyer intent and engage customers throughout the journey. By connecting marketplace advertising with customer engagement data, dealers can improve lead qualification, reduce leakage and increase sales.

At the same time, marketplaces gain deeper insight into lead performance while buyers benefit from a more relevant and personalised experience.

AI brings context and quality to Kaisa’s customers

With roots in the telecom industry, Kaisa started by helping their marketplace customers understand and track leads using the phone channel in an advert. What had previously been an unmeasurable part of campaign performance became a source of actionable data. This data also revealed a significant challenge for dealers: 42% of calls never reached a human.

In 2025, Kaisa began developing AI-powered capabilities to address this leakage of high-intent leads. The timing was right. Customer demand was clear, AI models had matured, and operating costs had reached a level that made large-scale deployment commercially viable. Less than a year later, Kaisa launched two AI products to the market.

“We had a clearly defined customer problem. Millions of high-intent leads were being lost because calls went unanswered. AI gave us a way to add context, automate key workflows and help fix the broken buying journey.” – Henrik Lenerius, CPO at Kaisa

AI Call Analytics: Understanding where leads drop off and why

Kaisa’s AI Call Analytics functionality analyses calls generated through marketplace advertisements to understand outcomes: was the call answered by a human? Did it result in a test drive booking? Were financing and trade-in options discussed? Was any purchase commitment made? These insights help dealers identify points of friction in the customer journey, prioritise high-quality leads and improve conversion rates.

An AI Agent that knows the context behind every call

The new AI Agent in the Kaisa platform solves one of the major issues car dealers face: lost sales due to missed calls. The AI Agent answers calls when the sales reps can’t, such as outside opening hours or during peak trading periods when all reps are busy serving customers in store. Because the voice agent knows exactly which advert the caller has clicked on, it can provide relevant guidance based on the vehicle, advertisement and buyer interest, as well as support lead qualification, arrange call-backs and facilitate test drive bookings.

What it takes to bring AI products to market

While there is no one-size-fits-all approach to developing and bringing new AI-powered SaaS products to market, Kaisa’s CPO shares the key success factors behind their journey.

• A cross-functional project team with the skills and authority needed to resolve issues quickly.
• Close collaboration with customers through small-scale testing and validation.
• Continuous feedback loops to refine the product and user experience.
• Strong executive sponsorship to secure time, focus and resources.
• Established customer trust, making adoption of new AI capabilities easier.

Kaisa’s team made the journey from idea and prototype to beta testing and general availability in less than a year.

“Our team moved from concept to commercial launch in less than a year. What makes me most proud is not the speed itself, but the value these products are already creating for our customers.” – Henrik Lenerius, CPO at Kaisa

The hard part: Everything except the AI models

When asked about the biggest challenges, the answer was clear: not the AI models themselves, but everything around them. Audio quality, network coverage, latency and other real-world variables required significant fine-tuning to create a reliable customer experience.

Security and compliance were less of a hurdle. Operating in a highly regulated industry across Europe, Kaisa already had well-established policies, certifications and governance processes in place. All data and AI models remain hosted within the EU.

Results: Strong adoption and new revenue growth

Just three months after launch, adoption has exceeded expectations. Calls that were previously lost are now handled by the AI Agent and converted into qualified leads. Most importantly, the new products are already creating additional value to marketplaces, car dealers and buyers.

“Only a few months after launch, our AI products are already contributing meaningful revenue growth and creating measurable value for customers. By year-end, we expect these products to account for around 50% of new sales.” – Henrik Lenerius, CPO at Kaisa

“We are still at the beginning of our AI journey. There are many areas where AI can support better buying experiences and stronger customer outcomes. Our goal is not to replace people, but to help them spend more time where they create the greatest value.” – Henrik Lenerius, CPO at Kaisa

Advice to SaaS companies starting their AI journey

Based on Kaisa’s experience, Henrik shares three practical lessons for SaaS leaders:

1. Build the right team. Bring together the skills needed to solve technical, security, commercial and customer-facing challenges within a single team.
2. Start small with a clearly defined problem. Focus on a specific customer challenge with measurable business impact before expanding into adjacent use cases.
3. Validate long-term customer value. Before investing heavily, ask whether your company has a unique advantage in solving the problem and whether customers will continue to pay for the solution over time.