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Case study • Dolls Kill

How Kodif helped Dolls Kill automate 69% of total ticket volume handled (100k+ tickets per year)

  • 69%

    of total ticket volume automated

  • 5% higher CSAT

    AI outscored humans rep 3.9 → 4.1 CSAT

  • 100K+

    tickets handled per year

Challenge

Before Kodif, Dolls Kill had experimented with other AI support solutions, including Siena, to help manage their growing volume of customer tickets. But the results didn’t meet expectations.

The core goals were clear:

  • Allow human agents to focus on high-value tickets

  • Resolve issues autonomously with speed and clarity

  • Maintain the brand’s unique voice and personality

  • Scale up instantly during major seasonal spikes without adding headcount

While Siena could technically respond to customers, the experience felt… robotic. Responses were long-winded, overly formal, and lacked the quirky edge that defined Dolls Kill’s brand. Customers noticed. So did the CX team.

"We needed an AI agent that could actually sound like us, and solve problems like our human agents. Siena just couldn’t do both"

Marivic Victoria

Director of Customer Service

Solution

From day one, the mission was clear: Deliver an AI support agent that solved problems with speed, and attitude.

  1. 1

    Brand voice that feels human

    Unlike generic AI tools, Kodif doesn’t sound like a support template wrapped in polite language. Dolls Kill wanted their customers to feel like they were talking to someone from inside the brand, not a chatbot. So Kodif's team trained the agent on thousands of past tickets, product knowledge, and brand language guides to craft an experience that felt like Dolls Kill.The result? An AI that sounded fun, quirky, a little chaotic, and completely on-brand.

  2. 2

    Resolution speed that scales during peak season

    Dolls Kill sees massive spikes in support volume during Halloween, Coachella, and major product drops, moments when speed and accuracy matter most. While human teams struggle to scale and get bogged down by complex edge cases, Kodif steps in where it counts.From handling late expedited shipments (including proactively offering solutions) to resolving minor defect claims using a custom‑trained image recognition model that can verify issues from customer‑submitted photos, our AI agents take on the complex tickets that would normally bottleneck the team.No ramp‑up time, no performance dip, just instant, 24/7 support that scales with the brand.

  3. 3

    Customers ask for the AI agent by name

    It didn’t take long for Dolls Kill’s shoppers to notice something different - and better. Kodif's AI agent, lovingly named Maya definitely stood out. Maya’s personality resonated so well with shoppers that some customers now request her by name when opening new tickets, a testament to how natural and memorable the AI agent experience has become.That’s not just an improvement in automation. That’s an emotional connection.

Experience

Throughout the partnership, Kodif worked hand-in-hand with Dolls Kill’s CX team to ensure not just implementation, but constant evolution.

From building custom experience to adapting to new product lines and seasonal patterns, the collaboration has been rooted in:

  • High-touch onboarding
  • Ongoing optimization based on new feedback
  • A shared obsession with customer experience

And the partnership didn’t stop at support tickets. Kodif also replaced Narvar for Returns with Kodif Returns, consolidating everything under one seamless AI-driven layer.

Instead of sending shoppers to a separate self-serve portal, Kodif’s AI agents now handle returns end-to-end directly in the conversation, processing the request, generating the label, and confirming the action for the shopper without any extra steps.

The impact was immediate: customers felt taken care of, not redirected.

Results

69%

of total ticket volume automated

5% higher CSAT

AI outscored humans rep 3.9 → 4.1 CSAT

100k+

tickets handled per year

98%

accuracy