Case Study : Reality Games
September 26, 2017
72% improvement in ticket resolution times for Reality Games
Agent.ai helps mobile gaming company deliver enhanced customer service
Reality Games is a mobile game and app development company that uses the latest real world information to create their products. Their flagship game Landlord – Real Estate Tycoon lets users buy and sell real world properties for virtual money, and has been downloaded almost five million times. It’s been a huge success and is still growing in popularity, but attracting so many users also means having to deal with the huge amount of questions they ask. And for Reality Games CEO, Zbigniew Woźnowski, this had become a major problem.
His company’s existing customer service platform, Zendesk, had been built around email communication, and was not a good fit with the mobile user experience offered in their popular game apps. Most of the questions being asked were repetitive, and answering them via email was time consuming and inefficient.
Zbigniew and his team wanted to see if there was a way to introduce an intelligent automation platform to handle the bulk of these interactions. Their goal was to eventually eliminate these repetitive tasks from their customer service team’s workflow, allowing them to be more productive and to focus on higher-value work.
The search for a solution began and at the world’s largest gathering for the mobile industry where Reality Games’ management found a company that could deliver what they were looking for: Agent.ai.
Zbigniew explains, “We first heard about Agent.ai at Mobile World Congress, in Barcelona. Listening to your CTO, Barry Coleman, speak about the broken experience of customer service on mobile struck a chord with us, because it was something our team had experienced firsthand.”
Like most companies, approximately 60-80% of the inquiries Reality Games receives fall into the category of Frequently Asked Questions (FAQs). Agent.ai provides a way to respond to these automatically. Initially, Agent.ai acts as a digital co-worker that helps human agents make faster, smarter decisions using artificial intelligence technology. In this Co-Pilot mode, the AI learns from past customer interactions and customer support content to present agents with increasingly accurate machine-learned and agent-taught responses. This reduces the number of resolution steps, and enables simple review-and-send responses.
Over time, these agent-taught responses increase in accuracy, to a point where companies let Agent.ai become their first-responder (known as Auto-Pilot Mode), answering customers’ frequently asked questions 24/7, 365 days a year. This gives companies the ability to do more with their existing service teams, and introduce greater elasticity and efficiency, which leads to less churn and more long-term revenue.
Customer feedback is crucial to Reality Games’ development process, and they are proud of the relationship they have built with their community.
The team was drawn to Agent.ai’s core Customer Relationship Management (CRM) features, for the following reasons:
In-App Chat and Messaging
By using Agent.ai, customer service agents can chat directly with users within the app, or via push notifications, providing a faster, more seamless user experience.
“This allows us to engage with our users and have message-based conversations to help users get a resolution faster,” says Zbigniew. “No more back-and-forth email-based conversations.”
Agent.ai allows companies to differentiate service levels, based on customer lifetime value (LTV), and immediately escalate VIP customers’ tickets.
“We’re focused on bringing better customer service to all our users, but the ability to provide ‘alerts’ and custom queues based on any parameter we set was a unique feature,” says Zbigniew. “We’ve set up one such queue dedicated to delivering immediate attention to our most loyal, high LTV customers within our apps.”
He said this gives their premium customers a higher level of service by answering their questions faster, and providing extra focus when resolving their issues.
Agents can engage, retain, and appease customers by delivering custom rewards or coupons, via chat, and native and web-based channels. According to Zbigniew, offering these types of rewards simply made sense to his team.
“The ability for our agents to send in-app rewards to appease customers comes at no cost to us, but allows us to connect in a meaningful way with users who may have just had a bad experience, app issue, or who may have left a glowing review,” he explains. “It’s a gesture that leaves almost every customer happy— regardless of what issue brought them in.”
Within the first month of deployment, the move to chat-based ticketing, along with Agent.ai’s ticket-handling advantages, Reality Games has seen ticket resolution times reduced by an impressive 72%, compared to Zendesk. This improvement was achieved prior to reaching Agent.ai’s Co-Pilot mode, which has only been implemented recently.
Customer Satisfaction (CSAT) scores (which are administered via surveys at the end of a customer interaction) are approaching 93% because they can now quickly route users to the appropriate team-member or department to best answer their question. This, coupled with the Customer Chronicle™, (which allows those answering questions to have a 360-degree view of the user’s state e.g. app sessions, app version, crashes, LTV, purchases, location, and more) helps with faster troubleshooting and resolution times.
Lastly, the rewards feature allows Reality Games to appease and increase customer loyalty, which according to Zbigniew is a “CSAT-improving, must-have offering for game app developers.”
Zbigniew predicts the best is still to come. After just two weeks of using Agent.ai’s Co-Pilot Mode to help with responses, his company is already benefiting from the impact of point-and-click, AI-suggested messages.
“With Co-Pilot mode activated, the speed for our agents to respond to frequently asked questions goes from an estimated 30 seconds, to less than a 1 second response time,” he says. “It’s easy to see that as more tickets are handled by CoPilot, our team’s process for responding to the 60-70% of our tickets that are FAQs will become more efficient—while further increasing CSAT and resolution times.”
Developer of mobile games based on real data.
London, United Kingdom
Needed to improve support, engagement, and conversion for their games.
Use Agent.ai to help human staff answer user questions faster via in-app chat and push notifications.
72% improvement in average ticket resolution times. Predicted to increase further with expanded use of Agent.ai Co-pilot Mode.