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Case study

Automated multilingual player experience for

Proto optimised the multilingual player experience for with in-game, no-wait support for 165,834 messages within three months of deployment.



requests covered


messages handled




conversation blocks

We needed an AI-based solution to automate player support in 10 languages for 600+ chats per day. Proto does it all via webchat, LINE and Telegram and integrates with our player management system.
Felipe Rezende
Yolo Group, Project Manager
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About, a Bitcoin sportsbook, is one of the brands under Yolo Group. They offer next-level innovation in the world 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, and, 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 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 has players all over the world, who speak several different languages and live in several different timezones. The gaming brand received over 10,000 player support requests per month, which agents responded to via livechat or email. With an overwhelming volume of repetitive requests, the team wanted to scale support to dedicate more attention to VIP and high-value players.

They were looking for a player support solution that would be available 24/7 in all the languages their players spoke, and that could integrate seamlessly into their player management system and livechat solution (Comms).


Proto's multilingual player experience solution achieved these aims with immediate, round-the-clock resolution of all repetitive player queries. The AI-enabled platform is currently available in English, Japanese, and Portuguese, with 10 other languages upcoming for other markets.

Proto's chatbot platform is fully integrated into's existing infrastructure and livechat system, Comms, so the more straightforward queries are solved by the chatbot and any complex requests are passed 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
  • Handling betting issues such as rejected or lost bets
  • Supporting the know-your-customer (KYC) process
  • Informing about offers and enrolling players
  • Handling complaints and technical issues
  • Passing complex queries to support agents


Proto’s solution enabled’s support team to focus on more complex queries by automating repetitive tasks, resulting in a streamlined support team of 28 agents instead of 35.

Here’s a summary of the results achieved by the automated player experience solution in the first three months of deployment:


requests handled by chatbot


messages handled


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Proto's player experience solution has helped to offload 60% of the 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 languages, ensuring the solution could reach the iGaming brand's global player base.

The platform also provided a personalized experience for players, leveraging the power of automation and integrations instead of relying on manual effort. Overall, the automated player experience capability offered by Proto has helped stay at the forefront of iGaming service innovation.

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Does your online casino need to automate multilingual player experience without the massive cost? Get started with a Proto sample chatbot and a 14-day free trial.

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