{"id":148019,"date":"2024-06-06T10:54:03","date_gmt":"2024-06-06T05:24:03","guid":{"rendered":"https:\/\/view.yellow.ai\/case-study\/coda-payments\/"},"modified":"2024-11-07T09:18:47","modified_gmt":"2024-11-07T03:48:47","slug":"coda-payments","status":"publish","type":"case-study","link":"https:\/\/view.yellow.ai\/uk\/case-study\/coda-payments\/","title":{"rendered":"Coda achieves high customer satisfaction with 85% automation using a gamified Conversational AI experience"},"content":{"rendered":"\n
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Success Stories<\/a><\/p>\n\n\n\n

Coda achieves high customer satisfaction with 85% automation using a gamified Conversational AI experience<\/h1>\n\n\n\n
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\"\"<\/figure>\n\n\n\n
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Organization<\/p>\n\n\n\n

Coda Payments<\/p>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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\"\"<\/figure>\n\n\n\n
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Founded<\/p>\n\n\n\n

2011<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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\"\"<\/figure>\n\n\n\n
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Website<\/p>\n\n\n\n

www.codapayments.com<\/p>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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\"\"<\/figure>\n\n\n\n
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Industry<\/p>\n\n\n\n

Fintech<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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\"\"<\/figure>\n\n\n\n
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Channels<\/p>\n\n\n\n

Website, Facebook<\/p>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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\"\"<\/figure>\n\n\n\n
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Use Cases<\/p>\n\n\n\n

Customer Support, FAQs, \u2028Live agent support<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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\"\"<\/figure>\n<\/div>\n<\/div>\n<\/div><\/section>\n\n\n\n
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Challenge<\/a><\/p>\n<\/div>\n\n\n\n

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Solution<\/a><\/p>\n<\/div>\n\n\n\n

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Impact<\/a><\/p>\n<\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n

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Challenge<\/h2>\n\n\n\n
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Efficiently manage routine inquiries with limited agent bandwidth across multiple regions, in multiple languages<\/h3>\n<\/div>\n\n\n\n
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Headquartered in Singapore, Coda is a leading provider of secure, cross-border monetisation solutions for digital products and services in over 65 markets globally. One of Coda\u2019s primary solutions, Codashop, provides a safe, secure, and seamless web-based alternative for users to purchase mobile game currency top-ups and other digital content using their preferred local payment methods – including direct carrier billings and e-wallets. mobile games.\u00a0 Catering to a large global gaming community, a customized AI automation solution is crucial in facilitating effective, efficient and hassle-free customer support experiences across multiple markets.<\/p>\n<\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n

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Solution: Coda deploys Conversational AI agents for seamless customer experiences<\/h2>\n\n\n\n
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1<\/p>\n\n\n\n

24×7 customer self serve<\/strong><\/strong><\/p>\n\n\n\n

Utilising Conversational AI, Yellow.ai helped Coda implement dynamic AI chatbots across six markets, providing users with self-service options for quick resolution on product purchase queries. Accessible in local languages on the website and Facebook, the bot directs gamers through basic steps to address questions, backed by a comprehensive FAQ menu for routine inquiries, thereby enabling human agents to focus on more complex tasks.<\/p>\n<\/div>\n\n\n\n

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\"\"<\/figure>\n<\/div>\n<\/div>\n\n\n\n
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\"\"<\/figure>\n<\/div>\n\n\n\n
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2<\/p>\n\n\n\n

Gamified AI Chatbot Experience<\/strong><\/strong><\/p>\n\n\n\n

Designed for Coda’s dynamic gaming audience, Yellow.ai has crafted a tailored user interface that provides an exceptionally personalised chatbot experience reminiscent of navigating a website. This is a completely gamified experience, allowing users to explore freely instead of adhering to predetermined paths, ensuring they obtain the desired information in a dynamic and engaging manner.<\/p>\n<\/div>\n<\/div>\n\n\n\n

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3<\/p>\n\n\n\n

Data-driven insights<\/strong><\/strong><\/p>\n\n\n\n

Coda can access live dashboards, analytics widgets, and data visualization tools that offer actionable insights into customer journeys. This capability enables them to consistently provide prompt, seamless, and satisfying customer support experiences every day.<\/p>\n<\/div>\n\n\n\n

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\"\"<\/figure>\n<\/div>\n<\/div>\n<\/div><\/div>\n<\/div><\/div>\n\n\n\n
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Impact<\/h2>\n\n\n\n
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\r\n \r\n
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Deflection rate<\/p>\r\n

\r\n <\/span>\r\n

\r\n 0\r\n <\/p>\r\n %<\/span>\r\n <\/div>\r\n

<\/div>\r\n

of queries automated<\/p>\n<\/div>\r\n <\/div>\r\n

\r\n

High volumes handled<\/p>\r\n

\r\n <\/span>\r\n

\r\n 0\r\n <\/p>\r\n M+<\/span>\r\n <\/div>\r\n

<\/div>\r\n

messages exchanged every quarter<\/p>\n<\/div>\r\n <\/div>\r\n

\r\n

High adoption rate<\/p>\r\n

\r\n <\/span>\r\n

\r\n 0\r\n <\/p>\r\n K+<\/span>\r\n <\/div>\r\n

<\/div>\r\n

active users handled every quarter in 6 markets<\/p>\n<\/div>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n \r\n <\/div>\r\n<\/div><\/div>\n\n\n\n

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\"\"<\/figure>\n\n\n\n

Coda is known for being customer-obsessed. And we really do walk the talk when it comes to delivering exceptional customer experiences. To ensure we stay ahead, we\u2019re always on the lookout for ways to improve the quality and efficiency of our responses to the diverse and wide range of our valued customers around the world. Yellow.ai\u2019s Conversational AI platform, an industry-leading AI chatbot, has allowed us to do exactly this. It provides a gamified navigation experience, streamlining processes and setting high standards for responsiveness and service quality. With an intuitive interface tailored to 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.<\/p>\n\n\n\n

Bharati Amarnani<\/strong>
Coda, VP of Customer Support & Product Operations<\/p>\n<\/div>\n\n\n\n

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