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 […]
The Link Between AI and Gaming
While battling enemies in Call of Duty, it’s easy to feel that artificial intelligence (AI) is controlling the game and anticipating your every move. Your opponents weave and evade attacks, throw grenades and coordinate with their colleagues to give your soldiers a hard time. Although this may feel edge-of-your-seat real, the AI behind it is […]
Knowledge Management Tools: The Secret Weapon of Customer Service
One of the secret weapons of the best customer service organizations is simple: knowledge. Knowledge management tools arm your human agents, your QuickSearch Bots, and your customers with the information they need to solve problems quickly. You might have all the answers written down, but unless they’re accessible, they don’t count. Granting ease of access […]