Case Study: Trust Wallet achieves 90% ticket optimization and 2x CSAT with Kodif

KODIF’s GenAI-powered Autopilot optimized
90% of Trust Wallet's customer support
tickets and doubled the CSAT

Trust Wallet, a mobile cryptocurrency wallet, faced challenges providing efficient 24/7 customer support. As a self-custody service, they needed to handle a high volume of user queries without a proportional increase in support staff. They partnered with vendor Kodif to implement an AI-powered Autopilot solution to deflect simple tickets and allow their human agents to concentrate on more complex issues.

Kodif developed and integrated its GenAI-powered Autopilot across Trust Wallet's website and mobile apps in just 1.5 weeks. The solution pulls answers from Help Center articles to resolve user queries instantly. This implementation by Kodif optimized 90% of customer support tickets and resulted in a doubling of the customer satisfaction score (CSAT), significantly enhancing support efficiency.

Trust Wallet

Brian Tan

Head of Operations