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

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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