Mobile game developer automates support tickets
公司规模
1,000+
产品
- Luminoso
技术栈
- Natural Language Processing (NLP)
- Machine Learning
- Data Analytics
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
- Innovation Output
- Productivity Improvements
技术
- 分析与建模 - 机器学习
- 分析与建模 - 自然语言处理 (NLP)
- 分析与建模 - 预测分析
适用行业
- 电子商务
- Software
适用功能
- 商业运营
用例
- 预测性维护
服务
- 软件设计与工程服务
- 系统集成
关于客户
The customer is a prominent mobile game developer with a massive user base of over 100 million daily active players. The company is known for its popular games that attract a global audience, leading to a high volume of player interactions and feedback. The developer faces the challenge of managing up to 120,000 support tickets per day, especially after major game updates. These tickets often include bug reports and player inquiries in multiple languages, making it crucial for the company to efficiently handle and resolve issues to maintain player satisfaction and prevent churn. The company operates on a large scale, requiring robust solutions to manage its extensive support needs.
挑战
With over 100 million daily active players, this mobile game developer receives up to 120,000 support tickets per day after major updates. In these tickets, players report bugs and ask questions across multiple languages. Due to unique and frequently changing terms used in its games, the company’s keyword matching system lacked the accuracy to route low-impact issues to self-help articles. This flooded Customer Support with questions about minor problems, creating severe bottlenecks and taking time away from critical issues. The company needed an accurate, fast way to identify, triage, and resolve problems reported in tickets. This would not only aid in surfacing emerging issues, but also improve response time by redirecting minor problems to self help so product teams could address the most critical issues, quickly, preventing player churn.
解决方案
With Luminoso, the developer analyzed thousands of post-release tickets to identify top issues, underlying intent, and trends. Instead of scanning for keywords, Luminoso automatically understood game-specific terms – even those it hadn’t yet seen – and surfaced the most important concepts, regardless of misspellings or acronyms. Now, developers could quickly fix problems before churn. Luminoso also compared concepts in tickets with the company’s existing labels, assigning one to each. If an assigned label did not match a self-help article, only then would the ticket be routed to a representative. Simple queries deflected to immediate answers, meaning Customer Support had fewer, more critical tickets to handle. This doubled the average percentage of redirected tickets from 25% to 50%, slashing time-to-resolution.
运营影响
数量效益
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