Ada > Case Studies > Elevating Betsson Group’s Customer Experience with Ada's AI Solution

Elevating Betsson Group’s Customer Experience with Ada's AI Solution

Technology Category

Platform as a Service (PaaS) - Application Development Platforms

Applicable Functions

Sales & Marketing

Use Cases

Chatbots
Time Sensitive Networking

About The Customer

Betsson Group is a global leader in customer experience in the gaming industry. The company has been recognized as the Customer Service Operator of the Year for four consecutive years at the EGR Operator Awards. With more than five decades of experience and 600,000 active customers, Betsson Group is one of the world’s largest gaming organizations. The company is committed to providing the best customer experience in the industry and has plans to further its growth.

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The Challenge

Betsson Group, a global leader in customer experience in the gaming industry, was motivated by a vision to provide the best customer experience in the industry. With over 600,000 active customers and a reputation for award-winning customer service, the company wanted to stay ahead of customer expectations by introducing an automated self-service solution. The goal was to extend support hours to 24/7 and introduce personalized support available in every customer language. The challenge was to strengthen its award-winning customer experience through digital transformation without hindering the customer experience.

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The Solution

Betsson Group chose Ada, an AI-powered platform, to scale automated support across its top two websites, Betsson and Betsafe. In less than a month, Betsson Group’s customer service team used Ada’s platform to design, build, and launch two chatbots ready to provide customers with automated, 24/7 assistance with engaging multimedia content. The chatbots were integrated with the company’s back-end, enabling them to answer specific customer queries, provide targeted promotions based on search behavior, and educate customers about Betsson Group’s offerings. Ada’s Multilingual feature was leveraged to create and automate content in English, then instantly translate it to six languages. Additionally, Ada was connected with Betsson Group’s existing live chat vendor to enable a seamless AI to agent handoff when a customer requests an agent.

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Operational Impact

Despite initial fears that a chatbot may hinder the customer experience, the strength of Ada’s automation has enabled Betsson Group to maintain its CSAT and industry-leading CX leadership. The company won the ‘2019 Customer Service Operator of the Year’ award by EGR (eGaming Review), for the fourth time in a row. With thousands of interactions automated each month, Betsson Group gains new data and insights that they can use to strengthen their chatbots’ performance while improving platforms, offerings, and processes across their brand.

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Quantitative Benefit

45% of interactions were resolved by Ada
Ada was implemented in 7 markets and languages
There was a 90% increase in agent availability for high-value interactions

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