Decoding the State of AI in Gaming Report 2026
AI is rapidly eliminating routine customer service tasks, allowing teams to redirect their focus toward higher-value, strategic work. This transformation is now less about if and more about how fast the industry moves. As one Director of Product Management from our survey noted, “If we can deliver better support, faster, to players in larger volumes, […]
AI vs. Human Support in Gaming: Striking the Right Balance
Player support in gaming is no longer a back-office function you deal with after the fact. A design glitch at 8 PM when your live event kicks off, a payment error at 3 AM in APAC, or a flurry of abuse reports hitting your community chat are front-line emergencies. When your support stack can’t keep […]
From Tickets to Conversations: Modernizing Player Support Workflows
When a player’s game crashes in the middle of an event or a purchase fails to go through, they don’t pause to fill out a support form. They reach for help the same way they message a friend instantly, expecting someone to respond right where they are. But the longer they wait, the faster frustration […]
Generative AI in Customer Support: Beyond ChatGPT Hype
Every few years, a new wave of technology promises to “reinvent” customer support. But few have shaken the industry quite like Generative AI. For support leaders in gaming, the pressure has never been higher. Players expect instant help, round-the-clock coverage, and human-like empathy, all at once. The buzz around ChatGPT made it seem like all […]
How to Reduce Support Ticket Volume by 70% in Gaming with AI
Your players aren’t just comparing your game to other games anymore, they’re comparing your support to every flawless digital experience they’ve ever had. They expect the same smoothness they get when unlocking achievements: fast, intuitive, and frictionless. So when something goes wrong — like a missing reward, a bug in the latest patch, or a […]
AI Customer service: Everything You Need To Know
What if your customer service could go from being a cost center to a revenue engine? Imagine faster resolutions, more loyal customers, and significant savings. Today, 72% of consumers remain loyal to companies that offer quicker service. At the same time, AI has proven its worth by reducing service costs by up to 30%. It’s […]