Introduction

This is your guide to getting onboarded with Chatform. If you’re tasked with implementing or managing Chatforms AI player support agent, this is the guide you should start with.

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What is Chatform

Chatform is an AI powered player support platform that resolves tickets with empathy and human-like reasoning.

With Chatform, you can automate player support ticket resolutions, increase player retention and reduce contact center volume to unlock scale and improve the players experience in your online casino.

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Why we developed Chatform

We developed Chatform because we were tired of the same old, impersonal chatbots that were limited in effectiveness and provided a subpar customer experience.

At Chatform, we’re revolutionizing player support with AI agents that go beyond simple automation. We’ve built a platform that truly understands your players, delivering effective personalized and empathetic resolutions that feel human.

Imagine:

• Automatically resolving 80% of player support tickets, reducing the relience on human support agents freeing your team to focus on more complex issues and elevate the experience for your most valuable players.
• Effortless integration with your existing help desk, seamlessly extending your support capabilities and streamlining your workflow.
• AI that learns and adapts, understanding your player’s needs and providing tailored solutions in real-time.

Chatform isn’t just another chatbot; it’s a cognitive AI agent that effortlessly handles your player support tickets. We empower you to build stronger player relationships, enhance their experience, and ultimately drive business growth.

Join us in reimagining player support. Let’s build a future where AI truly elevates the experience.

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AI agents vs (AI) Chatbots

The potential of AI agents is vastly underestimated and often misunderstood. AI agents are not merely better chatbots; they represent a fundamental shift in how brands interact with their players.

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Traditional Chatbots

Traditional chatbots operate on a keyword-based system, guiding players through a predefined conversational flow based on specific words or phrases. While these systems can be useful for simple flows, they require significant effort to manually build and maintain these flows. Entire teams are often dedicated to managing complex flows in various geos and languages.

The primary goal of these chatbots is often to deflect and automate a portion of incoming player support tickets, or act as simple routers to direct players to the appropriate support agent. However, in practice, this approach frequently results in player frustration. Players often feel misunderstood and struggle to receive effective support, leading to a negative experiences.

Players interacting with chatbots frequently feel like the brand is distancing itself from them. By the time they reach a human agent, they are often more frustrated than they were at the start of the interaction. Research backs this up: nearly one-third (32 percent) of customers say they rarely or never feel understood by a chatbot, and over 30 percent (30.5%) say a chatbot rarely or never fully answers their questions. More than half (54.5 percent) of consumers say they always or often must request to speak to a human after interacting with a chatbot.

The reason for this frustration lies in the limitations of traditional chatbots. They lack the cognitive ability to engage in nuanced, human-like conversations.

Online casino brands often hesitate to implement chatbots due to concerns about their effectiveness, opting instead for human support agents. This choice, however, leads to significant scalability constraints in their high-volume contact centers.

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AI Chatbots

AI chatbots represent an improvement over their traditional counterparts, incorporating “intents” along with keyword matching. This allows them to recognize a wider range of player language and interpret meaning beyond literal phrases. However, they still rely on pre-programmed responses and struggle with complex queries.

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GenerativeAI Chatbots

Many platforms now offer “generative AI” capabilities for chatbots. This technology allows them to formulate answers on the fly based on a knowledge base or FAQ, much like a sophisticated search engine. While impressive, these capabilities are still limited. While they can effectively answer general brand questions, such as “Where can I see my bonuses,” they are unable to address real player issues that require context and deeper cognitive abilities such as “I didn’t get my deposit bonus” .

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Chatforms AI agent

This is where AI agents truly excel. They possess the ability to engage in natural, human-like conversations, understanding the nuances of language and the context of the interaction. Furthermore, they can apply reasoning to solve players issues.

Imagine a player who says they haven’t received their withdrawal. An AI agent can access the players data, assess the status of the withdrawal, perhaps they have exceeded the limit of withdrawals, and determine the appropriate course of action based on brands policies. They might tell the player to check back, they may initiate a back office ticket, or escalate the issue to a human agent, all without requiring a player to navigate through a series of frustrating flows.

AI agents can handle complex, context-dependent tasks that are typically reserved for human agents. They offer a more efficient and personalized experience for players, allowing brands to automate end-to-end support while delivering higher levels of accuracy and satisfaction.

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Understanding the Chatform platform

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