The gaming industry has fully embraced automation and artificial intelligence (AI) in customer support, making it a leader in adopting these technologies. With the growing popularity of gaming, publishers have turned to automation and AI to efficiently handle the increase in support requests. According to Helpshift’s Digital Support Benchmark Report, the gaming industry has surpassed sectors like fintech and entertainment in using automation and AI for customer support, resulting in a transformative player experience.
The pandemic-induced increase in gaming has led to a significant rise in support requests. To address this, gaming companies have implemented automation to streamline the process of addressing player reports. According to Helpshift’s report, up to 82% of player support issues for their gaming clients are now handled by fully or partially automated processes. This shift has led to faster resolution times and an improved player experience.
Technical issues are a common challenge in gaming, ranging from connection problems to software glitches. These issues can be time-consuming to address manually, but automation has allowed gaming companies to quickly resolve them. By implementing automated systems, response times have improved, enabling players to enjoy uninterrupted gameplay and a smoother experience overall.
Automation and AI have also proven to be valuable tools in combating toxicity within the gaming community. Online gaming communities have long struggled with hate speech, discriminatory language, and harassment. To address this issue, industry giant Activision partnered with Modulate to use AI for voice chat moderation in games like Call of Duty: Modern Warfare III. Modulate’s ToxMod system detects inappropriate behavior and applies appropriate consequences, creating a safer and more inclusive gaming environment.
While automation has been successful in addressing common player issues, Helpshift’s report highlights that more complex problems still require manual intervention. These complex player problems often demand personalized attention and a human touch to ensure satisfactory resolutions. As a result, gaming companies continue to employ support teams to handle these unique situations and provide players with the assistance they need.
According to Helpshift’s report, the future of gaming customer support is increasingly automated. As gaming companies improve their automated systems and AI technologies become more advanced, automation’s ability to handle a wider range of player issues grows. This trend aligns with the overall direction of customer support across industries, where fintech and entertainment currently have higher levels of automation at 94% and 91%, respectively.
However, integrating automation and AI in gaming customer support has its challenges. While these technologies offer efficiency and scalability, they must be implemented thoughtfully to avoid alienating players who still prefer human interaction. Striking the right balance between automation and manual support is crucial to ensure that players receive the assistance they need while feeling valued and understood.
Helpshift’s Digital Support Benchmark Report provides valuable insights into the gaming industry’s approach to customer support. By examining trends in multiple industries, including gaming, fintech, and entertainment, the report offers a comprehensive overview of the impact of automation and AI on customer service.
In conclusion, the gaming industry’s adoption of automation and AI for customer support has revolutionized how player issues are addressed. From handling technical glitches to combating toxicity, these technologies have improved efficiency and player satisfaction. While automation may increase in the future, it is essential to strike a balance between automated processes and human support to ensure a smooth and personalized gaming experience. As the industry continues to evolve, customer support will play a crucial role in shaping the overall gaming landscape.