Case Study: Coda Payments resolves 85% of queries without human intervention using Yellow.ai
Key results
The challenge
Coda, headquartered in Singapore, provides cross-border monetization solutions for digital products in over 65 markets, including Codashop for game-currency top-ups. Serving a large global gaming community, it needed to efficiently manage routine inquiries in multiple languages with limited agent bandwidth.
The solution
Yellow.ai deployed dynamic conversational AI chatbots across six markets, accessible in local languages on both website and Facebook. A gamified interface lets users explore freely, backed by a comprehensive FAQ menu, so human agents can focus on more complex tasks.
“With an intuitive interface tailored for a youthful demographic across six markets, 85% of customer queries are instantly resolved without human intervention, fostering loyalty and retention in a fiercely competitive landscape.”
BABharati AmarnaniVP of Customer Support & Product Operations, Coda
The results, in context
With an interface tailored for a youthful demographic across six markets, 85% of Coda's customer queries are instantly resolved without human intervention. Live dashboards and analytics give Coda actionable insight into customer journeys.