Leveling Up Gamer Support for Global Tech Giant: 49% Automation and 50% EBITDA Growth Through Conversational AI

Industry: Communications, Media, and Entertainment
Services: AI, Automation, Data and Analytics, Digital CX, Digital Engineering Services

Client Overview

The client is a renowned global leader in electronics, entertainment, and gaming, with a vast customer base of hundreds of millions of gamers worldwide.

The Challenge

Meeting High Customer Expectations Amid Volume Spikes

The client faced mounting pressure to provide an outstanding customer support experience that matched the sophistication of its gaming products. Traditional support channels were inadequate for handling the complex needs and high expectations of modern gamers, especially during volume surges associated with new releases.

Previous attempts to implement conversational AI had failed to meet customer expectations, lacking the necessary intelligence and scalability. The client required a solution that could deliver personalized, efficient support without escalating operational costs.

Sutherland Solution

Tailored Conversational AI for Intelligent, Scalable Support

Drawing on over three decades of CX transformation expertise, Sutherland implemented a tailored conversational AI platform engineered to reflect the client’s distinct brand identity and service expectations. The solution featured several core components, including:

1. Advanced Natural Language Processing (NLP): Enabled the AI to understand and respond to complex customer inquiries in real-time, providing accurate and context-aware assistance.
   
2. Intelligent Decision-Making Capabilities: Allowed the system to handle intricate support scenarios, reducing the need for human intervention.
   
3. Scalable Infrastructure: Ensured the platform could manage significant volume spikes during product launches and peak gaming periods without additional staffing.
   
4. Automated ID Change Functionality: Introduced the ability for gamers to change their IDs – a feature previously unfeasible due to labor constraints – without human involvement.

This comprehensive solution not only enhanced the customer support experience but also optimized operational efficiency.

The Outcome

Significant Cost Savings and Enhanced Operational Efficiency

Sutherland’s conversational AI platform delivered transformative outcomes for the client. By automating 49% of all customer interactions, the client significantly reduced manual workload and enhanced response speed, creating a more seamless support journey for gamers. The platform’s effectiveness directly contributed to 50% of the client’s EBITDA, demonstrating its value as a revenue-impacting initiative rather than a cost center. Additionally, features like automated ID changes, which were previously labor-prohibitive, improved customer satisfaction and engagement. The solution empowered the client to meet gamer expectations at scale, with agility and precision.

That’s digital outcomes delivered!