Last Updated on Tuesday, 13 August, 2019 at 10:59 am by Christian Keszthelyi
Online gambling firm Betsson Group signed a partnership with Ada, an automated customer experience (ACX) provider, according to a press statement. Using Ada’s [artificial intelligence] AI-powered platform, Betsson Group had built and launched three chatbots that “speak” eight languages to provide its more than 600,000 active customers with 24/7 engagement across the brand’s websites.
Through this automation investment, Betsson aims to strengthen its customer experience through digital transformation for customer convenience while empowering its service agents to take on more complex inquiries that drive customer value, the press statement says.
“At Betsson, we are focused on creating the best possible experience for our customers, and that means the tools we use need to be powerful and flexible enough to match our vision,” said Jesper Svensson, CEO of Betsson Operations. “By implementing Ada’s AI-powered automation, our customers can now trust that support is available anytime they need it, in their first language,” he added.
Ada’s platform enables Betsson to build and launch a chatbot in less than a month, integrate with Betsson Group’s existing live chat provider to provide automated answers in seconds, and to provide a “seamless contextual handoff” from chatbot to live human when requested.
Ada tags the partnership as a landmark in its history. “Betsson Group is consistently honoured with top industry awards that recognize its commitment to driving customer service excellence,” said Mike Murchison, CEO of Ada. “We are proud to work with Betsson to ensure the automated experience matches and enhances the high-quality, award-winning support their customers have come to expect,” the Ada CEO added.