Curated Panel: A Practical Approach to AI Transformation Across Player Support
summary
Company migrates from email to an in‑game Helpshift SDK across 23 live games, exporting and rewriting over 1,500 FAQs to short chat responses, aiming to complete a two‑year project in under eight months. Teams deploy AI classification, bots and a report bad ad workflow that collects screenshots and timestamps, reduce repetitive “dumb” contacts, and retrain models with as little as ~30 examples. Results show faster response time, potential to reallocate ~20–40% of staffing, and gradual CET shifts as automation matures.
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chapters (14)
- 0:00AI transformation in player support
- 1:31Why AI matters for support
- 3:21Panelist intros & favorite games
- 5:11Player support at Rovio
- 6:13Switching to chat support
- 7:55Proving ROI for AI adoption
- 10:24Migration & change management
- 14:42Helpshift’s migration & automation
- 16:49Vendor on AI transitions
- 21:00AI pitfalls & best practices
- 24:11AI improvements at Rovio
- 27:46Helpshift’s AI roadmap
- 29:56Machine translation for support
- 36:25Wrap-up and key takeaways from the panel
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