How Superbet accelerated first response times by 74% with AI agents
Learn how the leading sports betting and gaming operator in Romania created an industry-leading customer experience and supported its international growth plans with Zendesk AI.
"We’re resolving customer issues faster than ever before and over 35% of requests are automated completely. Romanian is a complex language and Zendesk AI agents is the only AI provider we found that could support it at native fluency."
Customer Service Lead at Superbet
"Working with the team at Zendesk AI agents has been fantastic. The guidance they provided made sure we delivered great automated experiences to customers and hit an over 40% automation level from day one."
Customer Service Lead at Superbet
Company Headquarters
Bucharest, Romania
Countries Served
12
Employees
4,500+
Company founded
2008
74%
Reduction in first response rate
37%
No-touch resolution rate
63%
Faster resolutions
24/7
Support offered
Romania’s leading sports betting operator Superbet was looking for a support automation provider that could go live quickly and guide them through building great conversational experiences. Importantly, they were looking for an AI-based solution that could handle Romanian, a highly complex language.
Superbet was so impressed with Zendesk’s AI solution, they decided to drop the development of their internal chatbot to focus on working with an AI agent.
Zendesk dedicated a customer success manager to onboard Superbet in just a few weeks. They also helped the Superbet Operations and Customer Support leadership understand how to craft great conversations and rethink their approach to automated chat support using conversational design and industry best practices. Within a few weeks, Superbet went live with their virtual agent, iRina, who was able to instantly answer customer requests.
Frontline support to assist human agents
Superbet’s support team was looking to decrease wait times and resolve requests faster, while still providing winning customer experiences.
After implementing AI agents for chat, their first response time was decreased by 74 percent, with 37 percent of incoming chats being handled entirely by their virtual agent, iRina — with no human intervention.
This gave agents more time to provide a personalized touch when it came to complex cases. Conversations are now resolved 10 percent faster overall, and 63 percent faster when both iRina and an agent have been involved.
Superbet’s success story in a nutshell
Superbet’s unique success story with AI agents rests on four pillars:
– A seamless setup: Customers get personalized, consistent experiences and AI and automation analytics are all easily accessible in Zendesk, with no data silos created.
– Multilingual support: Superbet is now able to provide 24/7 multilingual customer service across all the regions as they scale across Romania, Cyprus, Poland, and more.
– 24/7 customer service: With iRina on board, Superbet can effortlessly provide round-the-clock support without having to hire additional agents.
– Efficiency: iRina has slashed wait times, entirely automated almost 40 percent of all queries, and freed up Superbet’s human agents to focus on more complex tasks.