Halo Collar Streamlines Customer Support and Boosts Efficiency with Kodif’s CX Automation
Thomas Young
VP of Customer Experience
"It's more than a chatbot. Kodif’s solution is super intuitive, helping our team quickly address common questions and enhance our customer service. Halo's CX is now faster, easier, and more seamless for our customers."
Customer Support Tickets Resolved
75%
Reduction in WISMO Ticket Volume
25%
Agent Productivity Increase
30%
About the Company
Halo Collar™ is an advanced, AI-driven GPS dog fence designed for seamless pet safety and smart training. Co-founded by Cesar Millan, Halo Collar combines wireless fence technology with a real-time GPS tracker and activity monitor, protecting over 200,000 dogs daily across the United States.
Use Cases
- Order Tracking (WISMO)
- Order Cancellations & Refunds
- Product Inquiries
Outcomes
- 75% of chatbot tickets resolved automatically
- Reduction in WISMO tickets by 25%, dropping this common inquiry to #5 in volume
- 30% increase in agent productivity with AI-driven Agent Copilot features
Challenge
Halo Collar sought a solution to improve response times for frequent customer inquiries such as “Where Is My Order?” and general product information. Despite a dedicated CX team, the high volume of repetitive inquiries was taxing on agent time, reducing focus on complex cases and potentially affecting customer satisfaction. The team also aimed to streamline agents’ access to customer information, minimizing time spent toggling between systems to meet growing customer demand.
Kodif’s low-code platform enables CX teams to focus on more meaningful and creative work by automating repetitive manual tasks which leads to higher team morale and lower average-handle time.
Solution
To address these challenges, Halo Collar partnered with Kodif to implement a robust, GenAI-powered chatbot and an agent-facing AI Agent Copilot.
GenAI Chatbot:
The Kodif chatbot automated 75% of customer support inquiries, drastically reducing manual intervention. Additionally, it identified and bridged gaps in Halo’s knowledge base, helping improve customer self-service options and supporting the overall CX team.
AI Agent Copilot:
Kodif’s AI-driven Copilot further streamlined the agent experience, with workflow automation for tasks like order cancellations, refunds, and order status updates. The tool integrated account information directly into the agent’s view, eliminating the need for platform switching and enabling faster responses for customer support queries.
Future development with KODIF
Following this successful initial implementation, Halo Collar and Kodif plan to automate 50% of email ticket handling by incorporating high-confidence email auto-tagging and agent routing. This strategy will further streamline support operations, allowing the CX team to adjust and tailor rules for business-specific needs and A/B test ticket resolution strategies.
Halo Collar’s collaboration with Kodif illustrates the power of innovative CX technology in enhancing customer support, setting a new standard for industry-wide customer experience management.