Ada
Case Studies
Elevating Betsson Group’s Customer Experience with Ada's AI Solution
Overview
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Elevating Betsson Group’s Customer Experience with Ada's AI SolutionAda |
Platform as a Service (PaaS) - Application Development Platforms | |
Sales & Marketing | |
Chatbots Time Sensitive Networking | |
Operational Impact
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. The company won 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. | |
Quantitative Benefit
45% of interactions were resolved by Ada | |
Ada was implemented in 7 markets and languages | |
There was a 90% increase in agent availability for high-value interactions | |