Fireside Chat: Rovio's AI Transformation for Improving Player Experience
summary
Rovio moves support from email to Helpshift, links Helpshift to a centralized game-data platform, and rolls out bots and AI to automate common contacts. Key results: 20% to 63% deflection after migration, onboarding across 23 games in 9 months, and sub-second response for some flows. Work focuses on building reusable bot forks, iterative retraining from historical contact data, machine translation for faster native-language replies, and KPIs: deflection, reopen rate and speed of response.
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chapters (8)
- 0:00Rovio's AI support intro
- 1:31Ideal player support vision
- 2:54Switching to AI-driven support
- 9:18Migrating 23 games and studios
- 13:33AI automation pitfalls and learnings
- 17:44Machine translation testing
- 20:55AI success KPIs
- 22:41Closing and Q&A
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