Nordeus turned to Helpshift, a leader in service automation, to develop a digital customer service platform centered around automation and bot technology. The initiative began with an in-depth analysis of current inquiries to establish a set of common player issues. Helpshift’s technology enabled Nordeus to create a sophisticated intent classification model that reached a 94.9% accuracy rate, laying the groundwork for effective automation.
The implementation of custom microbots was the next step, with the first two bots deployed by February 2019. Over the following year, Nordeus developed an army of 28 bots, each designed to resolve specific player issues efficiently. These bots were flexible, easy to adopt, and could be deployed in stages, ensuring that players received timely and relevant support. Throughout this process, Nordeus adhered to best practices in automation, such as maintaining simplicity in bot design, being transparent about bot interactions, and using rich media to enhance the player experience.
