How Jackpots scaled their multilingual support with AI agents

Jackpots is a digital branch of the Grand Casino Baden and the first ever online casino in Switzerland. 11 support agents handle requests in English, German, French, and Italian. Their main support channels are email and live chat.

After setting up their support with just email, Customer Service Manager Urs Klingler and his team began thinking about adding live chat as a channel, but they simply didn’t have enough agents to staff it. Then, when Covid hit, volumes rose dramatically, and keeping up with emails and live chat requests was proving impossible for the agents. This encouraged Urs’ team decided to invest in an AI agent. Thanks to a quick and seamless set up process, his team was able to adapt quickly to a sudden surge in volumes without needing to account for extra staffing.

Simplifying the account verification process

One use case where Jackpots saw immediate success with AI was account verification. The AI agent instantly helps customers whose accounts have been blocked figure out why, then walks them through the necessary steps to unlock their account. It can also collect any relevant information necessary to verify a customer, reducing waiting and handle times

Managing a sudden volume surge

The AI agent can take care of 45% of chat requests and understands 88% of incoming chat requests with high confidence.

This is great news for handle times and customer experience because it means that simple requests are quickly resolved and the AI agent can understand with a very high level of precision what customers are asking for, minimizing friction and frustration.

Jackpots’ AI success story in a nutshell

There were three factors that contributed to Jackpots’ AI success story.

Headcount stability: Automation saved Jackpots from having to triple the size of their customer support team.

Multilingual capabilities: Jackpots can serve customers in all four major languages spoken by their customers in the Swiss market and beyond.

Quick and easy setup: Getting started was much easier than expected, and Jackpots had their AI agents up and running in only a few weeks.

Jackpots’ implementation of AI in their customer support system has proven to be a remarkable success. By addressing the challenges of headcount stability, multilingual capabilities, and a seamless setup process, the AI agent has significantly improved operational efficiency and customer satisfaction.

The ability to manage a sudden surge in volume, simplify account verification, and handle a substantial portion of chat requests with high accuracy has allowed Jackpots to maintain excellent service levels.

This strategic investment in AI has not only optimized resource allocation but also ensured that Jackpots can continue to deliver a superior customer experience in a dynamic and multilingual market.