Sportsbet.io has Yola handling 55% of players queries

Sportsbet relied on an in-house livechat and ticketing system managed by 35 agents to address player support needs. While functional, the system was expensive to maintain and fully dependent on human agents — with considerable effort to recruit foreign language speakers. This setup struggled to keep up with demand during major sports events, leading to long wait times and player dissatisfaction.

The team needed a reliable way to automate their support while delivering fast, human-like responses tailored to each player segment. They aimed to enhance the player experience by seamlessly escalating certain cases and VIP players to the right team while maintaining compliance with licensing regulations. Additionally, they sought a centralised inbox where Yola and their live agents could collaborate to address player queries efficiently, streamlining workflows and boosting productivity.

Sportsbet hired Yola to quickly transform the player support function into a scalable, AI-powered operation that would boost player satisfaction and allow live agents to focus on high-value players and responsible gaming (RG) issues. Secondarily, Yola also needed to support the agents with real-time AI translation for multilingual chats and writing assistance to improve communication speed and quality.

Yola was trained on all Sportsbet’s documentation and integrated with their backoffice, in effect, unifying support across all channels in 12 languages while following strict rules set by Sportsbet. VIP players were prioritised, bypassing Yola and connecting directly with personal account managers, while unauthenticated users were guided through automated support to save live chat resources for verified players.

Yola’s secure and reliable features ensure all interactions adhere to strict licensing regulations, ensuring compliance and smooth operations for Sportsbet globally.

Since integrating Yola, Sportsbet has transformed its player support system into a seamless, AI-driven operation. Yola now automates 55% of all player queries and growing, while saving 75% in operational costs and managing over 300,000 interactions monthly. Players enjoy faster, more tailored support, while agents focus on escalations, high-value players, and RG matters.

With Yola’s accuracy and personalisation, VIP players are prioritised and directed to dedicated managers for bespoke care. Player satisfaction has increased significantly, with wait times lower than ever before and a smoother experience during major events.

Looking ahead, Sportsbet is preparing to expand Yola’s use to support new brands and enter additional markets in the coming months. By leveraging Yola’s scalability, Sportsbet 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.