Customer support firm Helpshift in the present day printed its third annual Digital Assist Benchmark Report, by which it examines totally different tendencies in buyer help throughout a number of industries, together with gaming, fintech and leisure. Within the 2023 report, Helpshift’s analysis reveals that the video games business has seen adoption of automation and AI on a a lot bigger scale in buyer help than different industries, no less than amongst Helpshift’s shopper base.
Based on Helpshift’s report, as much as 82% of participant help points with its gaming shoppers are dealt with by absolutely or partially automated processes. That is up from 80% within the earlier yr’s report and is according to a development rising within the business since early 2020. The corporate means that the rise in gamers throughout the pandemic pushed publishers to spend money on automation to deal with an inflow of reviews. They nonetheless deal with extra advanced issues for gamers manually.
It’s not the primary time we’ve seen video games firms investing in AI or automated software program to deal with moderation. Earlier this yr, Activision introduced it was partnering with Modulate to make use of AI as a part of its battle in opposition to toxicity. Modulate’s ToxMod voice chat moderation system debuts with Name of Responsibility: Fashionable Warfare III later this yr. This automated software program detects hate speech, discriminatory language and harassment after which offers out penalties for the speaker.
Gaming doesn’t have the very best stage of moderation amongst Helpshift’s shopper base — fintech and leisure sit at 94% and 91% automation, respectively. Helpshift’s reviews additionally counsel automation could go up in future years. Gaming additionally has a reasonably even distribution of automation throughout totally different classes, with most requests coming from technical points.