Case Study

Kodif transforms customer support into a revenue center with Claude in Amazon Bedrock

Kodif, a customer support automation platform founded by a former Uber engineering leader, uses Claude in Amazon Bedrock to power AI agents that automate up to 90% of support tickets while turning traditional cost centers into revenue sources and business intelligence.

With Claude, Kodif:

Automates 65% of Dollar Shave Club's support tickets
Achieves 90% automation for Trust Wallet's crypto support
Automates 75% of tickets for Halo Collar
Drives increased revenue through intelligent cancellation flows

From cost center to strategic asset

Kodif's founders recognized that companies viewed customer support primarily as a cost burden, defaulting to hiring more agents instead of investing in technology. Drawing from their experience building Uber's customer service automation platform, which saved the company an estimated $5-6 billion annually, they saw an opportunity to use AI to transform support from a necessary expense into a strategic asset. "Most companies consider customer support a necessary evil and try to solve challenges by throwing more people at the problem rather than investing in technology," said Chyngyz Dzhumanazarov, co-founder and CEO at Kodif.

Why Kodif chose Claude in Amazon Bedrock

After evaluating multiple AI models and seeing mixed results, Kodif selected Claude for its superior accuracy and deployment flexibility in Amazon Bedrock. Their early experiments showed the limitations of traditional machine learning approaches. In one case, two PhD data scientists spent a month building a ticket classification system that could be matched or exceeded by Claude with minimal engineering effort.

"Claude 3.5 Sonnet delivers the best accuracy, which is crucial for our highly sensitive use cases like refunds and cancellations," said Dzhumanazarov. The implementation in Amazon Bedrock proved straightforward, requiring minimal engineering resources. "It's just as easy as hitting the API," noted Dzhumanazarov.

Engineers particularly valued Claude's prompt improvement capabilities, which help optimize and refine prompts automatically. As their engineering team noted, Claude can even recommend improvements to prompts, pushing quality to the next level. Beyond accuracy, Claude's ability to understand and maintain brand voice through customizable personas set it apart. Instead of using simple presets like "friendly" or "supportive," companies can provide detailed brand instructions to ensure consistent communication.

The security and reliability of Claude in Amazon Bedrock proved essential for serving clients in industries where data protection is paramount. Amazon Bedrock's infrastructure also enables Kodif to rapidly test and implement new Claude models as they're released, ensuring their platform always leverages the latest AI capabilities.

How Claude powers intelligent customer service

Kodif leverages Claude in three key ways:

To start, Claude powers autonomous customer service agents handling complex workflows like refunds and cancellations. Support teams can build automations using natural language instructions that interact with multiple tools like Shopify while maintaining consistent brand voice. Each automation includes detailed reasoning for decisions, making AI actions transparent and debuggable.

In addition, Claude enhances agent productivity by analyzing incoming tickets, understanding customer intent, and leveraging knowledge base articles to generate responses. The system incorporates context from previous tickets and relevant documentation to ensure comprehensive responses.

Finally, Claude transforms unstructured customer support data into actionable business intelligence. Claude analyzes ticket content to identify trends, group similar issues into buckets, and surface emerging problems. This helps support leaders understand real-time patterns and share valuable insights with other departments, bridging the gap between customer issues and broader business decisions. Support tickets become a window into operational, product, and business challenges that need attention.

Transforming support into a strategic advantage

Kodif's platform has delivered exceptional results across industries. Trust Wallet automated 90% of their crypto support tickets, while Dollar Shave Club achieved 75% automation.

The platform goes beyond automation by turning support interactions into revenue opportunities. For example, when Fellow implemented Kodif's AI-powered cancellation flow, they found that the streamlined cancellation process actually led to increased revenue - when customers initiated a cancellation, they often realized they had forgotten to add items to their order, and the easy modification process encouraged them to add more products instead of canceling, ultimately increasing overall order values.

"There's no such thing as customer service data. Customer service data is a mirror reflecting the state of your whole business. Support ticket data contains invaluable insights into what's happening across the business. We're changing the narrative that customer support can be more than a cost center—it can be a source of insights and revenue," said Dzhumanazarov.

Building the future of AI-enhanced customer service

Kodif sees AI fundamentally transforming how customer service teams operate. Dzhumanazarov noted, "In the next few years, AI agents will handle most support work, with humans shifting to an oversight role managing these systems.”

The company emphasizes building explainable interfaces for human operators to understand and monitor AI decisions. Kodif shows detailed reasoning for every AI action, enabling support teams to debug issues and improve their knowledge base in real time. This transparency transforms support agents from repetitive task handlers into strategic operators who enhance AI systems while focusing on complex customer needs.

"Every company is a customer experience company," said Dzhumanazarov. "We're building for the best companies to have personalized conversations with their customers, with an interface that makes it easy for humans to manage these AI agents. We don't want to eliminate customer service jobs—we want to elevate them." With Anthropic and AWS, Kodif aims to transform customer support from a cost center into a strategic driver of business value, empowering teams to deliver exceptional experiences at scale.