Case Study: Dollar Shave Club achieves 6x increase in ticket coverage with Kodif

Dollar Shave Club automated 65% of chat interactions with a chat AI agent

Dollar Shave Club, a direct-to-consumer grooming products company, faced challenges with high support ticket volumes and overwhelmed agents. Their existing automation could only contain 10-12% of conversations, and they struggled with fragmented email automation and a lack of clear reporting. They partnered with vendor Kodif to expand automation across their chat and email support channels to improve performance.

Kodif implemented a two-phase solution, first building a best-in-class AI agent for chat and then launching new email automation features. This policy-driven approach handled complex tier 2 ticket types, providing FAQ-powered replies. The solution from Kodif led to a 6x growth in containment and a 3x increase in AI agent ticket coverage, allowing Dollar Shave Club to efficiently scale its customer support.

Dollar Shave Club

Justin Brown

Chief Supply Chain Officer