AI in Customer Support: Insights from Helpshift’s Digital Support Benchmark Report
Customer service company Helpshift recently released its third annual Digital Support Benchmark Report, which provides valuable insights into the adoption of automation and AI in customer support across various industries. The report examines trends in industries such as gaming, fintech, and entertainment.
The Influence of Automation and AI in the Games Industry
In the 2023 report, Helpshift’s research reveals that the games industry has embraced automation and AI to a greater extent compared to other industries within Helpshift’s client base. The report highlights that up to 82% of player support issues reported by Helpshift’s gaming clients are successfully handled through fully or partially automated processes. This represents an increase from 80% the previous year and aligns with the growing trend observed since early 2020.
Helpshift suggests that the surge in players during the pandemic has driven gaming publishers to invest in automation as a means to efficiently handle a sudden influx of support requests. However, more complex issues still require manual intervention from support teams. The gaming industry has previously seen the integration of AI and automated software for moderation purposes. Activision, for instance, announced a partnership with Modulate to utilize AI in combating toxicity through its ToxMod voice chat moderation system, set to debut in Call of Duty: Modern Warfare III.
Automation in Fintech and Entertainment
While the games industry leads in automation adoption, according to Helpshift’s report, fintech and entertainment claim higher levels with automation rates of 94% and 91% respectively across their support systems. This suggests that automation will likely continue to play a significant role in the future of customer support.
Further analysis highlights that the distribution of automation in the gaming industry is relatively even across different categories, with the majority of support requests relating to technical issues.
