INTOUCH ON AI
Intouch Games automates 28% of live chat queries with ServisBOT
AI chatbot handles peaks and supports business growth F
Lee Willis, Head of UK Customer Services at Intouch Games
Harriet Grant, Head of People and Services at Intouch Games
8 MARCH 2021 GIO
ounded in 2001, in the West Midlands, UK, as a manufacturer of leisure machines for the hospitality industry, Intouch Games launched its first mobile casino games in 2006. The company has won several awards for its mobile gaming applications and in-browser casino and bingo games, which are all developed in-house. Today, Intouch Games employs more than 400 people, working across 7 brands, offering hundreds of games, which are enjoyed by more than 4 million players.
THE DRIVE TO AUTOMATION Proud of its reputation for exceptional 24/7 customer
service, the company wanted to scale its support for players while managing any peaks in demand. Lee Willis, Head of UK Customer Services at Intouch Games, comments. “In an average month, our customer service team handles around 60.000 queries via live chat. We needed to find a way to rapidly scale to support any increases in traffic.”
SUPPORTING BUSINESS GROWTH Harriet Grant, Head of People and Services at Intouch
Games explains, “Every time we launch a new brand, we acquire more customers. From a cost and training perspective it isn’t feasible to just add more agents to the support desk. We wanted to automate a
percentage of live chat inquiries in an effort to alleviate pressure on our agents during peaks in traffic. This would also allow us to scale and ensure we continue to offer customers support around the clock, especially as we add more brands.” “We quickly decided that using a chatbot, underpinned by AI, was the way forward.”
SEARCHING FOR THE RIGHT PROVIDER Intouch Games developed its own live chat system, so
the chosen provider had to be able to integrate seamlessly with this and other back-office systems. The ability to support customers on mobile devices as well as desktops was also vital.
Intouch Games looked at five different chatbot vendors before selecting ServisBOT, a conversational AI platform provider that helps businesses create chatbot solutions that automate customer engagements. Lee Willis had been impressed with the ServisBOT implementation at The AA Ireland and contacted the company to request a proposal. “ServisBOT really understood what we needed and gave me a clear understanding of how live chat queries could be deferred to the bot,” comments Harriet Grant. “Our technical team started talking to the ServisBOT team and quickly realised how well the platform would integrate with our bespoke live chat system. This was really important for us.”
everythingpossible/Adobe Stock
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