In less than 2 weeks Atlas Reality deployed AI to deliver efficiency and raised CSAT by 22%
2 weeks
Deployment
95%
AI Involvement Rate in a few weeks only
32%
AI Resolution Rate
22%
CSAT (3.5 to 4.4)
By transitioning to an AI first engagement model with Helpshift’s Care AI, which our team implemented independently in just two weeks, we transformed support from a bottleneck into a strategic driver of player engagement and retention. We’ve not only scaled our capacity to handle growing volume, but also achieved a 22% increase in CSAT.
Finding a solution that improves both operational efficiency and player satisfaction is rare, but Care AI has delivered on both fronts. It’s exciting to see how far AI has come and what it can now make possible for the player experience.
Elizabeth Cattell
VP of Marketing, Atlas Reality
Overview
Atlas Reality is a mobile gaming company creating experiences that connect the digital and real worlds. With ATLAS:EARTH, players can collect real-world places they visit, build their own map, and earn cashback from the places they own. Players can then cash out their earnings for real-world rewards, including cash through PayPal or Venmo and a variety of gift cards.
The Challenge
> Expanding AI across the business
As Atlas Reality explored opportunities to incorporate AI across the company, customer support emerged as a natural area to drive meaningful impact through automation and smarter workflows.
> Elevating support performance
The team was looking for new ways to improve key support metrics, increase efficiency, and give players faster, more consistent experiences as the business continued to grow.
> Building an in-house support operation
Atlas Reality was transitioning to a U.S.based, in-house support team, creating an opportunity to rethink processes, tools, and workflows around a more scalable operating model.
> Scaling for the next stage of growth
With a growing player base and expanding global presence, Atlas Reality needed a support platform that could increase capacity without requiring support headcount to grow at the same pace.
The Solution
To fill the gap and elevate support quality, Atlas Reality transitioned to an AI-first “Ask me Anything” multilingual support AI agent retaining a few experts human agents for AI escalations.
The Atlas Reality team independently configured and deployed Care AI in not even two weeks.
Care AI answers players’ questions, resolve common support issues, collect required details, follow approved support procedures, provide accurate account guidance, and escalate cases requiring agent review.
Care AI handles a broad range of intents such as subscription, Missing rewards, Account Access, Safety & Enforcement, Technical Issues, Redeeming / cashout, and gameplay.
