Care AI Agent
Support That Doesn't Just Respond It Resolves
The first gaming-native AI agent designed to solve complex player issues directly inside the game experience, combining deep game context, automation, and seamless escalation to human experts when needed.
Care AI
The Gap Between Deflection and True Resolution
Support has evolved. It’s no longer about responding faster or deflecting more conversations. It’s about delivering real resolution at scale, without breaking player immersion.
Where most support falls short in gaming
Incomplete Resolution Loops
Rigid workflows struggle with the variability of player issues, leading to partial answers, repeated contacts, and unnecessary escalations.
Speed-to-Resolution Gaps
Players expect instant solutions, not just instant replies. Delays erode trust, disrupt gameplay, and increase the risk of churn.
Revenue-Critical Delays
When high-value players face slow resolution for account or purchase issues, spending momentum breaks, and long-term value is put at risk.
In gaming, unresolved issues don’t just hurt CSAT they break immersion and put revenue at risk.
Move Past Deflection to Agentic Resolution at Scale
The goal of player support has evolved. It is no longer just about deflecting ticket volume; it is about delivering Resolution at Scale.
Care AI is a generative AI–powered resolution engine purpose-built for gaming. Unlike generic bots, it reasons through player goals and takes autonomous action within the game UI—resolving routine inquiries end-to-end so your players get back to the game faster.
Agentic AI for Resolution at Scale
Care AI Agent operates as a frontline support agent within the Helpshift platform, reasoning through player intent, executing actions, and resolving issues end-to-end.
Players get answers that actually solve the issue — and get back to the game faster.
Real Resolution, Not Just Replies
- Resolves 70%+ of routine player issues autonomously
- Handles gaming-specific cases like missing rewards, purchase failures, and account access
- Executes real actions — tagging, ticket updates, internal notes, and escalations
- Delivers contextual conversations grounded in your approved knowledge
Personality
The Voice of Your Studio
Care AI speaks in your studio’s voice — aligned to your game’s tone, audience, and communication style.
What You Define
- Agent name and avatar
- Tone of voice and communication style
- Level of detail and formality
What This Enables
- Conversations that feel human and intentional
- Consistent brand representation across millions of interactions
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
Knowledge Grounded in Truth
Care AI only answers from sources you authorize, ensuring accuracy, compliance, and consistency.
What You Define
- Help Center content
- Game policies (refunds, bans, purchases, progression)
- Internal SOPs and support playbooks
- Approved documentation
What This Enables
- Accurate responses to minimize hallucination risk
- Fewer repeat contacts
- Compliance with studio policies and regulations
AOP’s for Complex Cases
Agent Operating Procedures define step-by-step, studio-approved workflows that enable consistent, scalable resolution of complex support scenarios with minimal human intervention.
What You Define
- Scenario-based workflows
- Trigger conditions
- Escalation pathways
- Failure handling logic
What This Enables
- End-to-end automation of routine issues
- Consistent handling of complex scenarios
I was expecting AI agents to be really good at conversations and not so good at doing the actual work, basically solving problems and giving solutions. To my surprise, Care AI agent was really good at both.
Konrad Jakubowski,
Head of Player Services, Huuuge
General Instructions High-Level Behavior
Defines how Care AI behaves across all conversations, shaping its priorities, boundaries, and operational behaviour.
What You Define
- Agent role and scope
- Support priorities and responsibilities
- Game-specific terminologies
What This Enables
- Consistent service quality across all conversations
- AI that behaves like a trained support professional
Guardrails Safety, Built In
Enforce safety rules that keep Care AI within approved boundaries, preventing hallucinations, data leaks, and off-topic behavior.
What You Define
- Escalation rules for high-risk conversations
- Sensitive topic handling
- Off-topic and unsafe content controls
- Data protection constraints
What This Enables
- Brand-safe conversations at scale
Actions
From Conversation to Execution
Care AI does not just respond — it can take actions inside your operational environment.
What You Define
- Escalation actions
- Ticket updates and tagging logic
- Fallback behaviors
What This Enables
- True resolution, not partial replies
- Clean operational handoffs and fallbacks
- Reduced agent intervention
Test Before You Go Live
Preview and validate how Care AI responds to players before launch.
What You Test
- Response accuracy and tone
- Knowledge grounding and policy adherence
- Procedure execution and edge case handling
- Escalation and action behavior
What This Enables
- Confident deployment with reduced risk
- Early identification of gaps or misconfigurations
Human in the Loop, by Design
Care AI is autonomous, but never isolated. When complexity, emotion, or risk increases, human expertise steps in instantly — with full context.
Live conversation visibility
Agents can observe Care AI conversations in real time to ensure quality, accuracy, and compliance without interrupting the player experience.
Smart escalation with context
When Care AI escalates, agents receive a clear summary of the issue, actions taken, and attempted resolutions, so they can act immediately.
Seamless agent takeover
Agents can step in at any point without players repeating themselves.
Why Care AI Is Different
Studios Configure Behavior, Not Prompts
Purpose-Built for Gaming
Engineered with unique gaming insights to accurately resolve game-specific issues, applying safety guardrails and deep player context that generic AI cannot.
Action-Oriented
It doesn’t just respond; it resolves by executing multi-step instructions and actions.
Complexity Made Simple
Launch pre-configured agents in minutes and customize them using natural language instructions, no code required.
Enterprise-Grade Trust
Built-in guardrails prevent PII leaks and off-topic chatter, ensuring compliance with GDPR and COPPA.
Technology
Care AI
Human Services
Operations Leads: Configure the environment, set up proactive engagement, optimize AI workflows, and ensure your data segmentation is driving results.
Gaming Specialized Support Agents to handle escalation.
Dedicated VIP account managers
Ready to Transform Your Support Experience?
Don’t wait until agent burnout affects your customer experience. Join forward-thinking companies already using AI Agent Copilot to deliver exceptional support.
Support Is Just the Start
The same platform that powers player support also enables proactive engagement, trust & safety, and community management — all built on the same in-game foundation.
Engagement
Move from reactive support to proactive engagement and VIP care that maximizes player LTV
Trust & Safety
Safeguard your players, protect your brand, and maintain community trust with expert-led safety operations.
Community
Turn player sentiment into a strategic asset and build healthy fandoms that last beyond the game.
The Future of Gaming Support is Agentic.
Join 500+ game studios resolving player issues faster, at lower cost, and without breaking immersion.