Case Study: Coda Payments achieves 85% automation and high CSAT with Yellow.ai

Coda achieves high customer satisfaction with 85% automation using a gamified Conversational AI experience

Coda Payments, a Singapore-based fintech company serving digital products and gaming users across 65+ markets, needed to efficiently handle routine customer inquiries with limited agent bandwidth across multiple regions and languages. Yellow.ai’s conversational AI platform was used to support customer support, FAQs, and live agent support on website and Facebook channels.

Yellow.ai implemented dynamic, gamified AI chatbots across six markets, giving customers 24x7 self-service in local languages and a more engaging, website-like navigation experience, while also providing live dashboards and analytics for better oversight. The result was 85% of customer queries resolved instantly without human intervention, high customer satisfaction, and stronger efficiency at scale, with millions of messages and thousands of active users handled each quarter.

Coda Payments

Bharati Amarnani

VP of Customer Support & Product Operations