Perry Ellis · Yotpo
1.4% — conversion rate
Independently reportedRetail & e-commerce · Customer support · NLP · Scaled
Customer support
One Skin · KODIF
Vendor-reportedRetail & e-commerceScaledNLP
Vendor-reported. The customer is named and the numbers are quoted from the source page, but the account comes from the vendor. No independent confirmation.
Reported by kodif.ai (vendor self-report). Checked against the source page on 2026-09-06. 10 of 10 figures below appear on that page word for word.
The problem
First response time had stretched from 15 minutes to 10.5 hours. The ticket queue was dominated by subscription management.
What was deployed
- Vendor
- KODIF
- Products
- Kodif
- Technique
- NLP
- Build or buy
- Bought off the shelf
- Deployment
- SaaS
- Scale
- Across 2,385 eligible chat conversations
What changed
Each row is quoted from the source. Figures we could not find on the page in those words are marked — they are kept, not deleted, so you can judge them.
75%chat containment rate
“75% chat containment rate”
Quoted word for word from the source
4.84CSAT on subscription cancellation
“4.84 ★ CSAT on subscription cancellation”
Quoted word for word from the source
1,388conversations handledper week
“1,388 conversations handled per week”
Quoted word for word from the source
52%chat automation rate
“with 52% fully automated and no human handoff”
Quoted word for word from the source
4.67CSAT for subscription cancellation
“Subscription cancellation specifically runs at 4.67-star CSAT”
Quoted word for word from the source
between 4.67 and 4.75CSAT for Skio-connected tools
“all Skio-connected tools sitting between 4.67 and 4.75 stars”
Quoted word for word from the source
589chat policy executions
“589 chat policy executions”
Quoted word for word from the source
1,153email conversations resolved autonomously
“1,153 email conversations resolved autonomously”
Quoted word for word from the source
60%CSAT responses landing at five stars
“60% of CSAT responses landing at five stars”
Quoted word for word from the source
86.4%chat engagement rate
“86.4% chat engagement rate”
Quoted word for word from the source
Difficulties and limits
- A pending Zendesk-to-Kustomer migration that couldn’t share the runway with a slow rollout
Sources
- kodif.ai — vendor self-report, 2026-07-07
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