About the online casino
Proto’s client is a major online casino operating across six countries in Asia with over 150 games. The player support team assists players with 30+ agents working from a central location in continuous shifts for the 24/7 cycle. The online casino’s top priorities are offering a fair, secure, and supportive iGaming experience for players.
About Proto
Proto is the leader for 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
With 500-800 chats per day from players in six languages, the online casino's support team was unable to dedicate enough attention to VIP and high-value players. Most of the support chats were repetitive queries such as checking rebate amounts, reporting website issues, and complaints about deposits and withdrawals. The agents were spending at least 50% of their time answering these queries instead of quickly responding to more complex requests or providing a better experience to VIP and high-value players.
On top of this, players using the LINE messaging channels from Japan and Thailand were unable to upload attachments due to limitations on the Bitrix24 CRM, which disrupted resolution timelines. So the online casino also needed an automated player experience solution that could properly integrate with LINE to finally fix this issue.
The casino was looking for a multilingual customer support solution that could provide player support 24/7 across all channels – and most importantly, that could integrate with their player management system for customized player support based on account data. When selecting Proto as its automated player experience solution, the online casino aimed to decrease 60% of the volume handled by agents and decrease wait times for players.
Solution
Proto deployed its player experience automation solution for the online casino to provide 24/7, immediate resolution of all repetitive player queries. The AI-enabled chatbot is available in English, Malay, Thai, Japanese, Vietnamese, and Chinese across, LINE, Telegram, Viber, and Bitrix 24, the player management system for providing personalised support to each player according to status, behaviour, and preferences.
The chatbot handles an unlimited volume of simultaneous requests from players, such as:
- Updating user profile info
- Requesting account information for bank transfer
- Solving website inaccessibility issues
- Creating tickets for claiming offers
- Checking deposit and withdrawal status
- Checking account rebate amount
- Handling complaints and technical issues
- Passing complex queries to support agents
In addition to this, the automated ticket creation function of the chatbot helps to streamline the internal operations by auto-forwarding cases to departments without manual triage.
Also, Proto’s integration with the LINE messaging channel fully supports attachments, solving this long-standing pain point for the online casino in Japan and Thailand.
Results
Proto's solution resolves an average of 60% of player requests, freeing up the support team to focus on more complex requests and high-value players.
Here’s a summary of the results achieved by the automated player experience solution since its first month of deployment.
60%
total engagement
70%
average monthly case growth
131K
month messages
3.2s
bot response time
12.61%
free credit claims
6.72%
bank account queries
6.72%
bank account queries
Conclusion
Proto's player experience automation solution has helped the online casino to offload a large number of requests from its support team, while providing a more localized and efficient customer experience for players.
The chatbot leveraged cutting-edge AI tools to understand multiple natural languages of Asia, and provided a personalized experience for players using the power of automation and integrations instead of manual effort. Overall, the automated player experience capability offered by Proto has helped the online casino stay at the forefront of gaming service innovation while keeping customer support costs within their budget.