About Bitcasino.io
Bitcasino.io is a Bitcoin online casino and one of the brands under Yolo group. They offer next-level innovation in the worlds of iGaming, serving millions of users worldwide and committing to putting the customer at the centre of the universe via a wide range of fun, fast and fair products and services. Yolo also deployed Proto to other brands they operate such as Slots.io, and Sportsbet.io, the world’s first licensed and proprietary bitcoin casinos, to offer an experience comparable to the world’s leading fiat brands.
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 maximise consumer experience, protection, and lifetime value across 20+ emerging markets.
Problem
Bitcasino.io is an online bitcoin casino serving a global player base, with the majority of players in Japan. It is one of several iGaming brands under the Yolo Group, which needed a solution to scale player support for over 10,000 requests per month. The support team originally handled responses via livechat or email, but wanted a way to dedicate more attention to VIP and high-value players without compromising the quality of support for all players.
Yolo was looking for a solution that could automate player support 24/7 in multiple languages, and which could integrate with their player management system.
Solution
Proto’s solution for Bitcasino.io handles player queries 24/7 in English, Japanese, and Portuguese, offering immediate resolution for simple player requests while handing off more complex requests to live agents via secure webhook.
The chatbot handles an unlimited volume of simultaneous requests from players, such as:
- Updating user profile info
- Deposit and withdrawal information
- FAQs about loyalty club points
- Information about promotions
- Where to find information about casino games
- Passing complex queries to support agents
With Proto’s solution, live agents are free to focus on VIP and high-value player support while the chatbot handles repetitive queries. Yolo reported that many customers with simpler support needs actually preferred the rapid service the chatbot could offer.
Results
Since its deployment, Proto's CX automation solution has automated 70% of player queries and achieved the following results:
7.5K+
messages per month
1.6s
average bot response time
3.5K+
handled chats
Conclusion
Proto's player experience automation solution has helped Bitcasino.io to offload 70% of requests from its support team, while providing efficient and localized service that improves the player experience.
Proto’s cutting-edge natural language processing tools enabled support in multiple local languages, particularly Japanese which is a notoriously difficult language to automate support for. Integrations with the player management system enables Yolo to provide a personalised experience for players, and has allowed Bitcasino.io to stay at the forefront of iGaming innovation.