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Master of Code Global has worked with Zipify on Agent Assist for more than two years now.
It’s a living product that keeps growing as Zipify's team and business do, and we continue to develop, support, and expand it.
For high-growth companies like Zipify, scaling customer support without sacrificing speed or quality is a constant balancing act. Two years ago, Master of Code Global set out to solve this with an AI-powered co-pilot for Zipify's agents. This tool could surface answers instantly, turn conversations into knowledge, and give managers real visibility into how the team was performing.
Zipify Agent Assist grew alongside the company’s business — new products, new merchants, new questions — and today it does more than anyone expected when it launched.
Ezra Firestone
Founder of Zipify
At Zipify, we're all about efficiency – and Agent Assist is one of the smartest investments we've made to support our team. It helps our agents move faster, stay focused and deliver better service without burning out. This isn't just AI for the sake of AI – it's a tool that's saving us time, money and making our team stronger.
Zipify’s team was consistently handling large volumes of customer inquiries, many of which were repetitive or required detailed, context-specific answers. The team also lacked a centralized way to analyze conversation trends, agent performance, or evolving customer needs. General-purpose AI tools weren’t built to capture Zipify’s specific processes, documentation, and decision-making patterns. A more specialized solution was needed — one built around how this particular support team actually worked.
That challenge hasn’t gone away. It’s just evolved. As Zipify has added new applications to its ecosystem, new merchants have started reaching out with new kinds of questions — and the solution has had to keep pace.
Master of Code Global designed an AI system built around three components: an intelligent assistant for agents, an analytical dashboard, and personalized performance reports. Together, they let Zipify scale its support operations without stretching its team thin or letting quality slip.
This assistant remains the backbone of the solution.
The system runs on five components, working together:
Two years in, and with Zipify’s product line and merchant base considerably larger, this architecture hasn’t needed a rebuild. The two upgrades that mattered: a more powerful vector database to keep search fast at scale, and a move to a newer OpenAI model (gpt-luna) chosen specifically for its response speed.
The core assistant, dashboard, and reporting layer now fully support Zipify’s day-to-day operations. Master of Code Global and Zipify keep building together as the product and merchant base grow.
