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Scaling to Support Customers Across Brands

The first mobile casino games from Intouch Games were released in 2006. More than 400 individuals are employed by the firm today, working across 7 brands and providing more than 4 million customers with hundreds of games. In order to relieve pressure on its operators during times of high traffic, they aimed to automate a portion of live chat enquiries. Additionally, this would enable them to scale and guarantee that they would still be able to provide round-the-clock customer assistance as they added additional companies.

“In an average month, our customer service team handles around 60,000 queries via live chat. We needed to find a way to rapidly scale to support any increases in traffic.”

Lee Willis, Head of UK Customer Services, Intouch Games Automating Customer Service Requests 1

Intouch Games Chooses ServisBOT

The selected provider has to be able to effortlessly interact with this and other back-office systems because Intouch Games built its own live chat platform. It was essential to accommodate users on both desktops and mobile devices. They looked into five potential vendors, but were impressed with ServisBOT’s work with the AA Ireland. They were particularly drawn to the platform’s adaptability and the simple pricing structure. Additionally very helpful in providing them with answers was the ServisBOT staff.

“It is extremely flexible. The ability to construct a single bot to service all of our brands across all channels using ServisBOT’s platform, which eliminated the hassle of managing several bots, was something we really valued.”

Harriet Grant, Head of People and Services, Intouch Games Automating Customer Service Requests 2

The Bot Handles Most Common Queries

To automate the most common questions, topics were chosen and utilized to train the chatbot. There were prompts on the menu for additional information on subjects including bonuses, wagering, requesting identification verification, and learning about marketing preferences. ServisBOT and Intouch Games’ internal live chat system were easily integrated, with very little coding needed.

Following the creation of the bot and the successful automation of answers to the most frequent questions asked by players on the first brand, a staged rollout occurred across the other six brands.

The chatbot is only offered to customers who are logged into their account and provides an option for customers to continue their conversation with a live chat agent if their query is not successfully resolved by the AI bot.

intouch screenshot

“Despite introducing a further new brand and an increase in contacts as a result, our live help queue times have maintained target. The 28% of queries that are being resolved by the bot rather than by our agents has had a big influence on this.”

Harriet Grant, Head of People and Services, Intouch Games

28% Automation Alleviates Agent Pressure

In the first 90 days of the bot being live, approximately 92,000 customers engaged, of which 28% did not require escalation to the contact center team. Of those that rated the bot, one third provided a 5-star rating.

The bot has gained the support of the agents as well because it greatly simplifies their jobs. They can now assist gamers with more challenging and unusual problems because they are spending less time responding to routine, straightforward questions.

“The chatbot is doing its job, the reduction in the volume of live chats was instantaneous. By mid-December, just over a month after all brands were launched, we were experiencing a 28% reduction in the volume of live chat inquiries needing to be handled by the contact centre team.” 

Lee Willis, Head of UK Customer Services, Intouch Games

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