Case Studies Mobile game developer automates support tickets

Edit This Case Study Record

	Mobile game developer automates support tickets

Mobile game developer automates support tickets

Technology Category	Analytics & Modeling - Machine Learning Analytics & Modeling - Natural Language Processing (NLP) Analytics & Modeling - Predictive Analytics
Applicable Industries	E-Commerce Software
Applicable Functions	Business Operation
Use Cases	Predictive Maintenance
Services	Software Design & Engineering Services System Integration
Challenge	With over 100 million daily active players, this mobile game developer receives up to 120,000 support tickets per day after major updates. In these tickets, players report bugs and ask questions across multiple languages. Due to unique and frequently changing terms used in its games, the company’s keyword matching system lacked the accuracy to route low-impact issues to self-help articles. This flooded Customer Support with questions about minor problems, creating severe bottlenecks and taking time away from critical issues. The company needed an accurate, fast way to identify, triage, and resolve problems reported in tickets. This would not only aid in surfacing emerging issues, but also improve response time by redirecting minor problems to self help so product teams could address the most critical issues, quickly, preventing player churn. Read More
About Customer	The customer is a prominent mobile game developer with a massive user base of over 100 million daily active players. The company is known for its popular games that attract a global audience, leading to a high volume of player interactions and feedback. The developer faces the challenge of managing up to 120,000 support tickets per day, especially after major game updates. These tickets often include bug reports and player inquiries in multiple languages, making it crucial for the company to efficiently handle and resolve issues to maintain player satisfaction and prevent churn. The company operates on a large scale, requiring robust solutions to manage its extensive support needs. Read More
Solution	With Luminoso, the developer analyzed thousands of post-release tickets to identify top issues, underlying intent, and trends. Instead of scanning for keywords, Luminoso automatically understood game-specific terms – even those it hadn’t yet seen – and surfaced the most important concepts, regardless of misspellings or acronyms. Now, developers could quickly fix problems before churn. Luminoso also compared concepts in tickets with the company’s existing labels, assigning one to each. If an assigned label did not match a self-help article, only then would the ticket be routed to a representative. Simple queries deflected to immediate answers, meaning Customer Support had fewer, more critical tickets to handle. This doubled the average percentage of redirected tickets from 25% to 50%, slashing time-to-resolution. Read More Log in to view content
Contents

Technology Category

Analytics & Modeling - Machine Learning

Analytics & Modeling - Natural Language Processing (NLP)

Analytics & Modeling - Predictive Analytics

Applicable Industries

E-Commerce

Software

Applicable Functions

Business Operation

Use Cases

Predictive Maintenance

Services

Software Design & Engineering Services

System Integration

Challenge

With over 100 million daily active players, this mobile game developer receives up to 120,000 support tickets per day after major updates. In these tickets, players report bugs and ask questions across multiple languages. Due to unique and frequently changing terms used in its games, the company’s keyword matching system lacked the accuracy to route low-impact issues to self-help articles. This flooded Customer Support with questions about minor problems, creating severe bottlenecks and taking time away from critical issues. The company needed an accurate, fast way to identify, triage, and resolve problems reported in tickets. This would not only aid in surfacing emerging issues, but also improve response time by redirecting minor problems to self help so product teams could address the most critical issues, quickly, preventing player churn.

About Customer

The customer is a prominent mobile game developer with a massive user base of over 100 million daily active players. The company is known for its popular games that attract a global audience, leading to a high volume of player interactions and feedback. The developer faces the challenge of managing up to 120,000 support tickets per day, especially after major game updates. These tickets often include bug reports and player inquiries in multiple languages, making it crucial for the company to efficiently handle and resolve issues to maintain player satisfaction and prevent churn. The company operates on a large scale, requiring robust solutions to manage its extensive support needs.

Solution

With Luminoso, the developer analyzed thousands of post-release tickets to identify top issues, underlying intent, and trends. Instead of scanning for keywords, Luminoso automatically understood game-specific terms – even those it hadn’t yet seen – and surfaced the most important concepts, regardless of misspellings or acronyms. Now, developers could quickly fix problems before churn. Luminoso also compared concepts in tickets with the company’s existing labels, assigning one to each. If an assigned label did not match a self-help article, only then would the ticket be routed to a representative. Simple queries deflected to immediate answers, meaning Customer Support had fewer, more critical tickets to handle. This doubled the average percentage of redirected tickets from 25% to 50%, slashing time-to-resolution.

Impact #1	With Luminoso, the mobile game developer can now isolate the number of players affected by emerging issues.
Impact #2	Begin fixing player-reported problems within minutes instead of days.
Impact #3	Provide native support in all 10 languages the company analyzes.

Impact #1

With Luminoso, the mobile game developer can now isolate the number of players affected by emerging issues.

Impact #2

Begin fixing player-reported problems within minutes instead of days.

Impact #3

Provide native support in all 10 languages the company analyzes.

Benefit #1	Doubled tickets deflected to self-help articles from 25% to 50%.
Benefit #2	Significantly decreased time-to-resolution per ticket.

Benefit #1

Doubled tickets deflected to self-help articles from 25% to 50%.

Benefit #2

Significantly decreased time-to-resolution per ticket.

Download PDF Version

Overview

Mobile game developer automates support tickets

Operational Impact

Quantitative Benefit