A leading global entertainment company, recognized for its gaming hardware, software, and network services, set out to transform the way millions of players worldwide access support.
With a strong focus on security and innovation, the company manages vast amounts of user data daily, requiring advanced systems to maintain a safe and engaging player experience.
CHALLENGE
The company needed to modernize its player support experience by:
- Providing GenAI-powered self-service to reduce reliance on live agents.
- Enabling asynchronous messaging so users could start, pause, and resume conversations at their convenience.
- Ensuring secure, authenticated interactions tied to each user’s profile.
The legacy live agent messaging system quickly reached its limits, unable to adapt to new AI-driven capabilities or scale efficiently.
It lacked the architectural flexibility required for automation and secure personalization, creating barriers to delivering the seamless, multilingual support experience the company envisioned.
Migrating to a modern platform meant replacing components and building a foundation that could sustain global operations.
SOLUTION
We supported the migration from the legacy live agent system to a Salesforce + GenAI-powered solution, integrating enterprise-grade conversational AI platforms with specialized self-service assistants.
Key Actions Taken:
- GenAI-Driven Self-Service: Delivered intelligent AI assistants capable of handling complex questions and troubleshooting without human intervention.
- Asynchronous Messaging: Implemented Salesforce Messaging for In-App and Web (MIAW), giving users the flexibility to engage with support on their own terms.
- Authenticated Experience: Designed secure, personalized interactions integrated with Salesforce to ensure support was linked directly to user profiles.
Custom Integrations: Built with Apex REST services, Omni-Channel flows, and API-based validation tools to ensure smooth coexistence with remaining legacy systems.
RESULTS
The new system launched with multilingual support in key markets, setting the foundation for a global rollout.
- Improved Engagement: Players now enjoy faster resolutions and more convenient, self-directed support experiences.
- Scalable Foundation: The architecture supports future expansion into additional regions, languages, and interaction channels.
- Operational Efficiency: Automated AI workflows reduced the need for live agent intervention while ensuring secure, authenticated interactions.
The company now benefits from a scalable, GenAI-driven platform that not only enhances player support but also establishes a foundation for long-term innovation.
By combining self-service intelligence, asynchronous communication, and secure, personalized interactions, the solution significantly reduces dependency on live agents while improving response times and overall player satisfaction.
With multilingual capabilities and a flexible architecture, the system is positioned to expand into new regions and channels,
👉 Interested in how we’ve helped other organizations solve complex challenges? Explore more of Oktana’s success stories to see what’s possible.