That’s where KODIF came in. Together, we rolled out a layered AI solution to tackle Fellow’s challenges from all angles.

To reduce agent workload, the team prioritized scaling AI-Agent support for tier 1 tickets, including:

• Address changes
• Order cancellations
• Retroactive discount processing via agent-assist
• Warranty claim intake
  
  

We also built a custom warranty flow that collects detailed context upfront, reducing agent handle time and requiring less information from customers when they reach an agent.

• KODIF’s CoPilot equips agents with instant, AI-suggested responses and real-time policy checks, cutting resolution times and helping new agents learn how to properly respond to customers quickly .
• KODIF’s AI interprets customer intent and pulls precise answers from Fellow’s help center and internal docs, so responses are accurate, fast, and always on-brand.
• Agents now use one-click shortcuts and simple commands to update orders, issue refunds, or check policy—no more tab switching or manual searches.
  
  

But, we didn’t just automate, we improved workflows:

• Faster, easier cancellations
• Streamlined warranty handling
• Fully hands-off address changes
  
  

And the results came fast.

“It’s been impactful—the level of customer context we get upfront has boosted efficiency a lot.”

Fewer tickets now reach agents, and when they do, rich context enables faster resolutions.
Consistent policies and freed-up agent time mean more focus on complex or high-impact conversations.

“Address changes and cancellations? Completely automated. I haven’t thought about a cancellation in ages.”

The AI even helps customers learn new things and resolve issues on their own.

“The Chat AI Agent can walk someone through calibrating their grinder—it’s super resourceful with the right inputs.”

What made this partnership work?

• Clear KPIs (containment, CSAT, policy efficiency)
• Tight collaboration between teams
• A shared mindset of continuous improvement

…all with a focus on customer and agent experience.