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Case Study

Automated multilingual player experience for Yolo Group

The Proto chatbot optimized multilingual player experience in Yolo Group's brands with in-game, no-wait support for 23,700 messages within the first month of deployment. The chatbot handles repetitive player queries with full integration into Yolo's player management system.

Client
Yolo Group

23,700

messages handled

2,250

chats

180

conversation blocks

"We are huge fans of Proto’s tech-led approach to transforming the end user experience. The company is a perfect match for Yolo Investments, particularly with its unparalleled expertise across emerging markets. And with Proto backed by a world-class team which is absolutely focused on the end user, we’re excited to support the company into the future."
Tim Heath
Yolo Group, Chairman
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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.

About Yolo Group

Yolo Group offers next-level innovation in the worlds of gaming. Serving millions of users worldwide, it is committed to putting the customer at the centre of the universe via a wide range of fun, fast and fair products and services. Yolo operates Sportsbet.io, Slots.io, and Bitcasino.io, which are the world’s first licensed and proprietary bitcoin casinos to offer an experience comparable to the world’s leading fiat brands.

Problem

Yolo Group's brands have players all over the world and all of the requests received were handled by their support team. Their agents were overwhelmed with repetitive requests on several languages and had issues with delivering quality customer support in a timely manner on several timezones. As a result, the team was unable to dedicate enough attention to VIP and high-value players. 

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

Solution

The Proto chatbot was deployed to answer players' queries 24/7 in their native languages and offer immediate resolution of all repetitive player queries. The AI-enabled chatbot is currently available in English and Japanese, with Portuguese upcoming for the Brazilian market.

The chatbot was fully integrated into Yolo's existing infrastructure and livechat system, Comms, so most of the 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
  • Deposits and withdrawals information
  • Handling betting issues such as rejected or lost bets
  • Supporting the KYC process
  • Informing about offers and enrolling players
  • Handling complaints and technical issues
  • Passing complex queries to support agents

Results

Here’s a summary of the results achieved by the automated player experience solution since its first month of deployment in August 2022.

23,700

messages handled

1.5s

bot response time

50.98%

Sportbet

30.33%

Bitcasino

7.93%

English

73.50%

Japanese

Approach

Banks

The INTUMWA complaints chatbot is deployed across the websites of Rwanda’s banks for maximum exposure to consumers in need of protection. These banks can choose to upgrade the chatbot with additional capabilities for general customer support, payments, and account management.

Insurance

The INTUMWA complaints chatbot is deployed across the websites of Rwanda’s insurance providers for maximum exposure to consumers in need of protection. These insurance providers can choose to upgrade the chatbot with additional capabilities for general customer support, claims, and coverage applications.

Conclusion

"We are huge fans of Proto’s tech-led approach to transforming the end user experience. The company is a perfect match for Yolo Investments, particularly with its unparalleled expertise across emerging markets. And with Proto backed by a world-class team which is absolutely focused on the end user, we’re excited to support the company into the future."
Tim Heath
Yolo Group, Chairman

Proto's player experience automation solution has helped the Yolo Group brands 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 globally, with particular difficulty in Japanese, 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 Yolo Group brands stay at the forefront of gaming service innovation.

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Get started with Proto

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

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