KODIF’s GenAI-powered Autopilot optimized 90% of Trust Wallet's customer support tickets and doubled the CSAT.
Brian Tan
Head of operations, Trust Wallet
<span data-metadata=""><span data-buffer="">KODIF has enabled Trust Wallet to serve answers at a significantly greater scale than if we relied on our existing team alone. KODIF adds leverage to our support coverage by allowing us to decouple headcount from support volume.
Use Cases
10+
Increase in CSAT
2x
Support Ticket Optimization
90%
About the Company
Trust Wallet is a mobile wallet company for 60+ blockchains and 4.5+ million assets, including NFTs. It provides a fully security audited system that makes it simple to store cryptocurrency.
Use Cases
- Transaction
- Security Issues
- Token/Price
- NFT
- Swap/Buy Crypto
- Other
Outcomes
Phone and Desktop device compatible
Cheap and fast deployment in just 1.5 weeks
Challenge
Trust Wallet, a mobile self-custody wallet, faced a challenge in providing efficient round-the-clock customer support due to its nature of not holding user funds. With users having complete control over their assets, and most information being available in the Help Center, their current support setup, mainly relying on email responses, faced limitations, especially with 24/7 availability.
The Trust Wallet’s goal was to offload low-value tickets so the team could focus on more complex issues and deflect simple issues that never end up as a ticket. To optimize support operations, the company wanted to introduce an AI-powered chatbot. They saw potential in leveraging GPT technology, recognizing that a significant portion of support tickets (60%) could be resolved quickly by referencing relevant Help Center articles.
The chatbot had two main objectives. Firstly, it would handle most queries by extracting answers from the Help Center, resulting in reduced response times. Second, for more complex issues requiring human attention, the chatbot served as an effective escalation tool, seamlessly transferring users to support agents and providing a summary of the ticket details.
The chatbot’s essential feature for Trust Wallet was to offer users the option to indicate whether their question was satisfactorily answered or if further assistance was needed. This ensured a personalized support experience for each user and higher satisfaction rates.
KODIF’s Autopilot can help businesses efficiently handle common tickets, leaving human agents available to tackle more complex or sensitive issues. This can enhance user satisfaction and streamline support operations.
Solution
The team at KODIF developed an AI-powered Autopilot seamlessly integrated into Trust Wallet’s website, iOS, and Android apps. The tool pulls relevant replies from the Help Center Articles and other internal sources while maintaining the unique brand voice of the company and providing fast and consistent customer experience.
<span data-metadata=""><span data-buffer="">Customer-facing Autopilot
After the development phase, the GenAI-powered Autopilot was integrated into Trust Wallet’s website, iOS, and Android apps. The integration process was smooth, allowing the Autopilot to enhance the customer support experience within a week.
Brian Tan
Head of operations, Trust Wallet
<span data-metadata=""><span data-buffer="">KODIF has enabled Trust Wallet to serve answers at a significantly greater scale than if we relied on our existing team alone. KODIF adds leverage to our support coverage by allowing us to decouple headcount from support volume.
<span data-metadata=""><span data-buffer="">Future development with KODIF
Trust Wallet is interested in KODIF’s AI Agent Copilot, which offers the capability of auto-generating responses based on Knowledge Base articles and historical tickets. This feature would empower Trust Wallet’s customer support team to provide faster and more accurate assistance, streamlining the resolution process and enhancing overall customer satisfaction.