Gaming is mastering automation in player support | Helpshift

Customer service company Helpshift today published its third annual Digital Support Benchmark Report, in which it examines different trends in customer support across multiple industries, including gaming, fintech and entertainment. In the 2023 report, Helpshift’s research shows that the games industry has seen adoption of automation and AI on a much larger scale in customer support than other industries, at least among Helpshift’s client base.

According to Helpshift’s report, up to 82% of player support issues with its gaming clients are handled by fully or partially automated processes. This is up from 80% in the previous year’s report and is consistent with a trend growing in the industry since early 2020. The company suggests that the increase in players during the pandemic pushed publishers to invest in automation to handle an influx of reports. They still handle more complex problems for players manually.