Overview

Betsson Group is a global leader in customer experience in the gaming industry and is motivated by a vision 'to provide the best customer experience in the industry’. To fulfill this and meet its global customers’ needs, the business wanted an automated solution that would extend support hours to 24/7 while introducing personalized support available in every customer language.

The Ada Difference

45%

of all chatbot inquiries
resolved by Ada

24/7

provide customers with 24/7 multilingual assistance

90%

CSAT score

Betting on Ada

Betsson Group chose Ada to scale automated support across its top two websites, Betsson and Betsafe, and in less than a month, their customer service team had launched two AI chatbots to provide customers with24/7 multilingual assistance.

See Ada In Action
"To better meet its global customers’ needs, the business wanted a solution that would extend support hours to 24/7 while introducing personalized support available in every customer language."
Aleksej Ander, Betsson Group Operations Manager
Betsson 2 1

Introducing No-Code AI in Weeks

Guided by Ada’s ACX Consultants, members of Betsson Group’s customer service team designed the automated customer experience with engaging multimedia content, including videos, images, GIFs, and links.

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Learning from the Customer Journey

With thousands of inquiries 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 business.

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Reaching International Audiences

Leveraging Ada’s Multilingual feature, Betsson Group creates and automates content in English, then instantly translates it into six languages, allowing customers around the world to access automated self-service in their own language. 

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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 seamlessly connected to a human agent within the same chat window. The agent is provided with the chatbot transcript so that they can pick up the conversation where the chatbot left off.

 

 

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Launching Ada Across New Brands

With thousands of inquiries 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 business.

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"We're focused on creating the best possible experience for our customers, and that means the tools we use need to be powerful and flexible enough to match our vision.”
Jesper Svensson, Betsson Operations CEO
Betsson 2 1
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