About Betadda
Betadda is an online sports betting brand with gaming options for a wide variety of sports, including cricket, soccer, kabaddi, tennis, esports, NBA, boxing, and more. Players can choose from thousands of offers, live events, and curated bets in a seamless gaming experience with 24/7 live support.
About Proto
Proto is the leader for inclusive chatbots and multilingual contact centre automation in emerging markets. Proto’s AI Customer Experience (AICX) platform is powered by proprietary natural language processing (NLP) for under-resourced and mixed languages. The Proto team has successfully developed novel deep-learning techniques and regulatory partnerships to maximize consumer experience, protection, and lifetime value across 20+ emerging markets.
Problem
Betadda wanted a way to continue to offer quality, 24/7 live player support without increasing costs as they scaled. With players in four countries across Asia and the Middle East, the popular gaming brand needed a way to offer multilingual support for simple player queries, KYC processes, and frequently asked questions as well as to send players personalised promotional offers.
The company turned to Proto after learning about Yolo’s success automating 60% of player support with Proto CX automation integrated into their player management system.
Solution
Proto’s solution for Betadda included a chatbot that speaks Hindi, Hinglish, and English to support players in India, Pakistan, Bangladesh and the United Arab Emirates. Players can update account information, get information about deposits and withdrawals, and answer KYC questions without live support.
The chatbot also scales promotional offers for first-time and VIP players to help drive player engagement, with proactive chat that includes graphics embedded in the chat window as a player-friendly alternative to pop-up ads.
When players want to chat with a live agent, Proto’s solution can connect them with live support directly from the chat window. Live agents receive queries in the Proto platform, with complete chat history for full context and canned responses for faster service. Additionally, Betadda can collect customer feedback so teams can view survey results from automated chats in one place.
Results
Proto’s solution enabled Betadda to scale proactive offers, while automating player support queries and giving player service teams a comprehensive overview of automated and live service performance.
Here’s a summary of the results achieved by the automated player experience solution:
260%
increase in chat volume
52%
of chats automated
160K
messages handled
2s
average response time
Conclusion
Proto’s player experience solution has helped Betadda offer best-in-class player support for their gaming brand without increasing player support costs. By scaling Proto’s all-in-one CX automation platform, Betadda’s live agents can now focus on VIP player queries while the chatbot offers seamless account management for other players.
With a solution that captures all player information in one place, Betadda’s player support team will also be able to monitor player satisfaction scores to continue to optimise their services, offers, and games.