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Meet ‘AI Betty’: The Newest Team Member Delivering a ‘Clear Win’ for Huuuge Support and its community of players

4*

CSAT

216

FAQ articles powering Care AI

+90%

Accuracy and adhering to guardrails
“I’m pleasantly surprised with Care AI agent as they have, a sort of a personality, they have their own tone. I was finally ready to actually give it a name as AI Betty, and I can see that players are actually on board with it. AI Betty started to sound like our team members. So that’s actually cool.”

Konrad Jakubowski

Head of Player Services

Huuuge Overview v2

Overview

Huuuge is a global leader in free-to-play mobile gaming, best known for hit social casino titles like Huuuge Casino and Billionaire Casino. They serve a massive global player base that expects seamless, real-time engagement.

The Challenge

High Volume, Lean Team

Huuuge was already a pioneer in AI and automation, supported by a sophisticated and intricate network of bots. But maintaining those structured flows at scale required significant manual oversight. As player volume grew, the team realized that traditional bots with decision-tree logic—while functional—needed to evolve into a more agentic, conversational experience to truly maximize efficiency and personalised player experience.

The Solution

Huuuge joined a beta of Care AI Agent to transition from traditional automations to a true AI-Native support. Unlike bots that require manual decision trees and training, Care AI Agent automatically learned from Huuuge’ FAQ database to autonomously solve player issues, with a human-like brand personality and conversation style.

Next, Care AI used this knowledge to help our support team with handling complex use cases related to gameplay issues, account recovery, purchase issues, account blocks, moderation account mutes.
Huuuge v2

The Results

The transition to Agentic AI is transforming Huuuge’ support operations from “traditional automation” to “autonomous resolution.”

Effortless Setup: The team anticipated weeks of fine-tuning but found the AI agent worked immediately — utilizing all of the existing FAQ articles for knowledge before going live.

AI with Complex Problem Solving skills and Personality: Huuuge branded their agent “AI Betty”. The AI didn’t just answer simple questions; it successfully helped our support team with resolving account recovery issues and purchase disputes—tasks that previously required multi-step manual workflows were shortened. It also adopted the team’s tone, effectively becoming a “13th team member” that players enjoy interacting with.

Safe & Brand-Aligned: Despite common concerns about “hallucinations,” the AI agent remained strictly within the guardrails, delivering accurate and safe responses for thousands of tickets. Over 90% accurate and adhering to guardrails.

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