Bitcasino.io automated 76% of their player queries with Yola

With a rapidly growing global player base, especially in Japan, Bitcasino.io faced the challenge of managing over 10,000 support requests per month. The existing support system, reliant on live chat and email handled by human agents, was becoming increasingly strained. This setup made it difficult to provide timely support during peak gaming periods and limited the team's ability to focus on VIP and high-value players. Bitcasino.io needed a solution to automate repetitive queries, offer multilingual support, and seamlessly integrate with their player management system to enhance overall efficiency.

To address these challenges, Bitcasino.io integrated Yola's AICX platform to automate player support operations. Yola was trained on Bitcasino.io's extensive documentation and configured to handle player queries 24/7 in English, Japanese, and Portuguese. The AI system was designed to resolve straightforward requests instantly, such as updating user profile information, providing deposit and withdrawal details, answering FAQs about loyalty club points, and offering information on promotions and casino games.

For more complex issues, Yola seamlessly escalated the queries to live agents via secure webhooks, ensuring a smooth transition and maintaining high-quality support. This approach allowed human agents to concentrate on VIP and high-value players, enhancing personalized service where it mattered most.

The deployment of Yola's AICX solution transformed Bitcasino.io's player support system into a scalable, AI-driven operation. By automating 76% of customer service requests, Bitcasino.io significantly reduced the workload on human agents and improved response times, with the AI achieving an average response time of 1.6 seconds.

Handling over 3K chats and 260K interactions monthly, Yola ensured that players received prompt and accurate assistance, leading to increased satisfaction. The multilingual capabilities of Yola, particularly its proficiency in Japanese—a language traditionally challenging for automation—enabled Bitcasino.io to effectively support its diverse player base. This strategic implementation not only enhanced the player experience but also allowed Bitcasino.io to allocate resources more efficiently, focusing human expertise on complex and high-value interactions.

Looking ahead, Bitcasino.io is preparing to expand Yola’s use to support new brands and enter additional markets in the coming months. By leveraging Yola’s scalability, Bitcasino.io can tackle future projects without player support bottlenecks.

On the innovation front, Sportsbet and Yola will release proactive player engagement to reduce churn, increase second-time deposits, and boost loyalty.

Proto is the leading generative AICX platform for local languages. Its inclusive chatbots excel at usecases for customer experience, consumer protection, employee experience, and indoor navigation. Powering the Proto AICX Platform is the proprietary ProtoAI™ engine for exceptional text and voice accuracy in underserved languages and large language models, such as ChatGPT. Proto's enterprise-level capabilities include data privacy options such as hybrid and on-premise hosting, customised CX analytics, and a 24/7 prompt engineering service.