Download PDF

Ada > Case Studies > Elevating Betsson Group’s Customer Experience with Ada's AI Solution

Elevating Betsson Group’s Customer Experience with Ada's AI Solution

Technology Category

Platform as a Service (PaaS) - Application Development Platforms

Applicable Functions

Sales & Marketing

Use Cases

Chatbots
Time Sensitive Networking

The Challenge

Betsson Group, a global leader in customer experience in the gaming industry, was motivated by a vision to provide the best customer experience in the industry. With over 600,000 active customers and a reputation for award-winning customer service, the company wanted to stay ahead of customer expectations by introducing an automated self-service solution. The goal was to extend support hours to 24/7 and introduce personalized support available in every customer language. The challenge was to strengthen its award-winning customer experience through digital transformation without hindering the customer experience.

About The Customer

Betsson Group is a global leader in customer experience in the gaming industry. The company 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. The company is committed to providing the best customer experience in the industry and has plans to further its growth.

The Solution

Betsson Group chose Ada, an AI-powered platform, to scale automated support across its top two websites, Betsson and Betsafe. In less than a month, Betsson Group’s customer service team used Ada’s platform to design, build, and launch two chatbots ready to provide customers with automated, 24/7 assistance with engaging multimedia content. The chatbots were integrated with the company’s back-end, enabling them to answer specific customer queries, provide targeted promotions based on search behavior, and educate customers about Betsson Group’s offerings. Ada’s Multilingual feature was leveraged to create and automate content in English, then instantly translate it to six languages. Additionally, Ada was connected with Betsson Group’s existing live chat vendor to enable a seamless AI to agent handoff when a customer requests an agent.

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

Related Case Studies.

Time Sensitive Networking

For industrial applications such as process and machine control to run smoothly, there is a need to ensure that there is low communication latency and minimal jitter in order to meet closed loop control requirements.

Centralizing Data for Improved Efficiency: A Case Study on Malvern Panalytical

Malvern Panalytical, a UK-based hi-tech electronics company, was grappling with the challenge of decentralized data storage. The company had a vast amount of unstructured data scattered across various platforms, from hard drives to emails and floppy disks. This made the data searching process extremely cumbersome and inefficient. The company's rapid growth, from 200 to over 1,000 employees in a decade, and expansion across three continents further exacerbated the need for a more structured and centralized data system. As a company involved in electronics manufacturing and software development, it was crucial for Malvern Panalytical to find a platform that could structure all their data, track all modifications of documents in real time, and provide clear visibility of the internal information flow across all its facilities.

Managed Hosting Platform

Formula 1® is a sport where every millisecond matters. With changing preferences and the growth of the digital medium, many fans choose to experience the sport through the F1.com website. The website needs to deliver a superior experience to tens of millions of fans across the world consistently. Hence, it is imperative to have a robust platform that can deliver the required performance and scale with growing trac and dynamic fan expectations. Some of the key challenges are: • Every race weekend, Formula1.com attracts up to 7 million fans. Managing this huge surge in website traffic, requires a scalable hosting platform that can simultaneously allow millions of fans to experience the excitement of the sport seamlessly. • Fans across the globe expect an engaging and immersive experience through enriched and enhanced race content across multiple devices. To meet this requirement Formula1.com needs to have a robust platform that is able to deliver real-time updates and information across screens, be it tablets, TVs or smartphones. • A global brand like Formula 1® needs to ensure it delivers a consistent user experience across all platforms across the globe. This consistent delivery of enriched content cannot be compromised through downtime or any other issue at any point. • In an age where threats to global websites are prevalent, Formula 1® needed a platform that was ready to meet any challenge to its website. They needed a solution that delivers consistency, scalability and yet at the same time is continuously monitored, secure and reliable.

HSBC's Transition to Conversational Banking through Intelligent Automation

HSBC, one of the world's largest banking and financial services organizations, was facing a challenge with its customer service operations. With over 19,000 customer service agents, the bank was dealing with a high volume of repetitive tasks that put pressure on its agents. The traditional career path in the contact center world was also leading to inevitable attrition, as it was defined as agent → team manager → department manager → operations manager → head of contact centre. This lack of opportunity as the field narrows held back the chance of reaching the highest possible customer satisfaction with every interaction. Furthermore, HSBC was planning to shift towards Conversational Banking, which was expected to grow interactions considerably and require conversational experts to manage the chatbots.

Flow Robotics: Scaling Up Production and Accelerating Product Development with IoT

Flow Robotics, a Danish manufacturer, developed flowbot™ ONE pipetting robots to alleviate the strain on bioanalysts in life-science laboratories and hospitals across Europe. These robots were designed to automate part of the testing process, speeding up the time it takes to produce results and reducing pressure on staff. However, the company faced challenges in scaling up production and accelerating product development. High workloads and physically challenging conditions have long been an issue for laboratory professionals. Flow Robotics estimates that around half of medical lab technicians carry out the same arm movements for at least a quarter of their working day. The American Society for Clinical Pathology reported that 85% of laboratory professionals feel burnt out; 36% struggle with inadequate staffing; and 32% face a heavy workload and pressure to complete all testing on time.

EDF's Transformation: Enhancing Employee Experience through IT Modernization

EDF, a major UK utilities company, was grappling with a highly customized service management system that was largely manual, with limited potential for automation. This made it difficult to predict or prevent system failures and provide a resilient service. The company's IT system for incident handling was purely manual, leaving no room for modernization. EDF wanted to serve its business and residential customers better by improving the response time to rising energy demands. To achieve this, the company needed to provide its employees with the right tools for improved productivity, better collaboration, and an enhanced IT experience at a reduced cost to serve.

© 2015-2024 IoT ONE Limited | Privacy Policy

Contact us

Let's talk!

Thank you for your message!
We will contact you soon.