Customer support firm Helpshift as we speak printed its third annual Digital Help Benchmark Report, by which it examines totally different tendencies in buyer assist throughout a number of industries, together with gaming, fintech and leisure. Within the 2023 report, Helpshift’s analysis exhibits that the video games business has seen adoption of automation and AI on a a lot bigger scale in buyer assist than different industries, at the least amongst Helpshift’s consumer base.
In accordance with Helpshift’s report, as much as 82% of participant assist points with its gaming purchasers are dealt with by totally or partially automated processes. That is up from 80% within the earlier 12 months’s report and is in step with a pattern rising within the business since early 2020. The corporate means that the rise in gamers throughout the pandemic pushed publishers to put money into automation to deal with an inflow of stories. They nonetheless deal with extra complicated issues for gamers manually.
It’s not the primary time we’ve seen video games corporations investing in AI or automated software program to deal with moderation. Earlier this 12 months, 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 Obligation: Trendy Warfare III later this 12 months. This automated software program detects hate speech, discriminatory language and harassment after which offers out penalties for the speaker.
Gaming doesn’t have the best degree of moderation amongst Helpshift’s consumer base — fintech and leisure sit at 94% and 91% automation, respectively. Helpshift’s stories additionally recommend automation might 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.