How Krafton used AI for Customer Support and reduced training costs by 15%

With AI impacting every field, gaming companies like Krafton are also utilizing AI to make its customer support more efficient. Learn How

Raghav Aggarwal

December 11, 2023

AI for Customer Support, Customer Care AI, How are companies using AI, how PubG uses AI

TL;DR	Summary
Why is AI important in the banking sector?	The shift from traditional in-person banking to online and mobile platforms has increased customer demand for instant, personalized service.

AI Virtual Assistants in Focus:	Banks are investing in AI-driven virtual assistants to create hyper-personalised, real-time solutions that improve customer experiences.

What is the top challenge of using AI in banking?	Inefficiencies like higher Average Handling Time (AHT), lack of real-time data, and limited personalization hinder existing customer service strategies.

Limits of Traditional Automation:	Automated systems need more nuanced queries, making them less effective for high-value customers with complex needs.

What are the benefits of AI chatbots in Banking?	AI virtual assistants enhance efficiency, reduce operational costs, and empower CSRs by handling repetitive tasks and offering personalized interactions

Future Outlook of AI-enabled Virtual Assistants:	AI will transform the role of CSRs into more strategic, relationship-focused positions while continuing to elevate the customer experience in banking.

TL;DR
Why is AI important in the banking sector?	The shift from traditional in-person banking to online and mobile platforms has increased customer demand for instant, personalized service.
AI Virtual Assistants in Focus:	Banks are investing in AI-driven virtual assistants to create hyper-personalised, real-time solutions that improve customer experiences.
What is the top challenge of using AI in banking?	Inefficiencies like higher Average Handling Time (AHT), lack of real-time data, and limited personalization hinder existing customer service strategies.
Limits of Traditional Automation:	Automated systems need more nuanced queries, making them less effective for high-value customers with complex needs.
What are the benefits of AI chatbots in Banking?	AI virtual assistants enhance efficiency, reduce operational costs, and empower CSRs by handling repetitive tasks and offering personalized interactions.
Future Outlook of AI-enabled Virtual Assistants:	AI will transform the role of CSRs into more strategic, relationship-focused positions while continuing to elevate the customer experience in banking.

Generative AI is the wave of the hour and every company wants to be at the forefront of it, Gaming leaders like Krafton are not behind. This parent company for games like PUBG has been making waves with its innovative approach to customer support.

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Why AI Customer Support? What’s the need?

To provide exceptional, cost-efficient customer support across multiple brands and languages, the company implemented an integrated support system that automates manual tasks. This strategic move has led to significant improvements in operational efficiency, data visibility, and customer satisfaction, resulting in a 15% reduction in support costs.

The company’s customer support team, known as Player’s Support, is dedicated to user retention. Their goal is to alleviate user discomfort, enhance player satisfaction, and devise customer care strategies through user analysis. The team handles approximately one million inquiries per year, supporting 13 languages for players in various locations.

In 2021, the company recognized the need for an integrated management system that could efficiently serve multiple locations and brands in the form of a bot. They faced challenges in supporting multiple languages, and the number of tickets handled by agents was inconsistent, making it difficult to plan and optimize agent time and costs.

To prevent the Player’s Support team from being overwhelmed, the company decided to use a complete customer service solution. They leveraged several features for ticket management, including prepared responses or actions (macros) that enabled agents to resolve tickets quickly. Automation helped agents run processes within specific time frames.

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The Impact

This approach has yielded impressive results. The company has seen an 18% reduction in ticket processing time, a 15% reduction in agent costs, and a 28% reduction in inquiries with the help of an automated response system.

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At Fluid AI, we stand at the forefront of this AI revolution, helping organizations kickstart their AI journey in enhanced Customer Support with AI tech. If you’re seeking a solution for your organization, look no further. We’re committed to making your organization future-ready, just like we’ve done for many others.

Take the first step towards this exciting journey by booking a free demo call with us today. Let’s explore the possibilities together and unlock the full potential of AI for your organization. Remember, the future belongs to those who prepare for it today.

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