About Sportsbet.io
Sportsbet.io, a Bitcoin sportsbook, is one of the brands under Yolo Group. They offer next-level innovation in the world of iGaming, serving millions of users worldwide and committing to putting the customer at the centre of the universe via a wide range of fun, fast and fair products and services. Yolo also deployed Yola to other brands they operate such as Slots.io, and Bitcasino.io, the world’s first licensed and proprietary bitcoin casinos, to offer an experience comparable to the world’s leading fiat brands.
About Yola
Yola is the leader for multilingual contact centre automation in emerging markets. Yola’s AI Customer Experience (AICX) platform is powered by proprietary natural language processing (NLP) for under-resourced and mixed languages. The Yola team has successfully developed novel deep-learning techniques and regulatory partnerships to maximize consumer experience, protection, and lifetime value across 20+ emerging markets.
Problem
Sportsbet.io has players all over the world, who speak several different languages and live in several different timezones. The gaming brand received over 10,000 player support requests per month, which agents responded to via livechat or email. With an overwhelming volume of repetitive requests, the team wanted to scale support to dedicate more attention to VIP and high-value players.
They were looking for a player support solution that would be available 24/7 in all the languages their players spoke, and that could integrate seamlessly into their player management system and livechat solution (Comms).
Solution
Yola's multilingual player experience solution achieved these aims with immediate, round-the-clock resolution of all repetitive player queries. The AI-enabled platform is currently available in English, Japanese, and Portuguese, with 10 other languages upcoming for other markets.
Yola's chatbot platform is fully integrated into Sportsbet.io's existing infrastructure and livechat system, Comms, so the more straightforward queries are solved by the chatbot and any complex requests are passed to live agents via secure webhook.
The chatbot handles an unlimited volume of simultaneous requests from players, such as:
- Updating user profile info
- Deposit and withdrawal information
- Handling betting issues such as rejected or lost bets
- Supporting the know-your-customer (KYC) process
- Informing about offers and enrolling players
- Handling complaints and technical issues
- Passing complex queries to support agents
Results
Yola’s solution enabled Sportsbet.io’s support team to focus on more complex queries by automating repetitive tasks, resulting in a streamlined support team of 28 agents instead of 35.
Here’s a summary of the results achieved by the automated player experience solution in the first three months of deployment:
60%
players requests handled by multilingual chatbot
165K
messages handled
1.5s
bot response time
45.2%
Japanese
44.0%
Portuguese
10.8%
English
10.8%
English
Conclusion
Yola's player experience solution has helped Sportsbet.io to offload 60% of the requests from its support team while providing a more localized and efficient customer experience for players. The chatbot leveraged cutting-edge AI tools to understand multiple languages, ensuring the solution could reach the iGaming brand's global player base.
The platform also provided a personalized experience for players, leveraging the power of automation and integrations instead of relying on manual effort. Overall, the automated player experience capability offered by Yola has helped Sportsbet.io stay at the forefront of iGaming service innovation.