Kodi's assistant runs BNPL support end-to-end

Kodi is the finance platform of the Colendi ecosystem — and its BNPL product now runs customer support on Mind, end-to-end.

The challenge

BNPL support is high-volume and time-sensitive: installment schedules, limit questions, payment failures, refunds. Volume spikes with campaigns, and most requests have known answers — but every one of them used to wait for a human.

Building it

A support assistant with secure account access now handles BNPL requests in natural language: it explains installment plans, checks limits, resolves payment issues, triggers refund flows and sends payment links — confirming each sensitive action explicitly and escalating to a human when judgment is needed.

What changed

• 8 in 10 requests resolved in a single conversation — no queue, no callback
• Support load down 60% at campaign peaks — absorbed without added headcount
• Every sensitive action explicitly confirmed — and fully logged

“Support used to be our scaling problem. Now it's the part of BNPL that scales itself.”

Product, Kodi