As a global leader in customer experience in the gaming industry, Betsson Group 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, with plans to further this growth.
resolved by Ada
availability for high-value
Automated CX (ACX)
Betting on Ada to strengthen award-winning CX
Motivated by a vision ‘to provide the best customer experience in the industry’, Betsson Group knew it had to stay ahead of customer expectations by introducing an automated self-service solution. To better meet its global customers’ needs, the brand wanted a solution that would extend support hours to 24/7 while introducing personalized support available in every customer language.
With a goal to strengthen its award-winning customer experience through digital transformation, Betsson Group chose Ada to scale automated support across its top two websites, Betsson and Betsafe.
In less than a month—and with minimal dependence on IT—Betsson Group’s customer service team used Ada’s AI-powered platform to design, build, and launch two chatbots ready to provide customers with automated, 24/7 assistance with engaging multimedia content, including videos, images, GIFs and links.
Connecting Ada with the company’s back-end allows customers to use the chatbot to:
- Answer questions specific to deposit and withdrawal issues and concerns
- Receive targeted promotions based on search behavior
- Learn about Betsson Group’s offerings and compare against competitors
Reaching international audiences
Leveraging Ada’s Multilingual feature, Betsson Group creates and automates content in English, then instantly translates it to six languages, including: German, Finnish, Swedish, Norwegian, Danish and Spanish. This allows customers around the world to access automated self-service in the language of their choice.
Enabling a streamlined AI to agent handoff
By connecting Ada with Betsson Group’s existing live chat vendor, when a customer requests an agent, they’re provided with a link that seamlessly escalates them from chatbot to live chat. To accelerate time to resolution, the agent is provided with the chatbot transcript so that they can pick up the conversation where the chatbot left off.
Proven value, year-over-year
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, winning 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.