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Overview

Chatform AI’s solution is designed to empower brands with the tools needed to deliver an enhanced player support experience. Our platform functions as a super-agent that seamlessly integrates with your existing team, collaborating with other agents in handling tickets.

In certain cases, tickets may require attention from a specific department or review by a more experienced agent. Let’s explore two such scenarios:

  1. Scenario 1: Suppose fraud is detected and the players account was restricted. The frontline support agent can make an initial assessment based on the available information and attempt to resolve the player’s issue. However, your procedures may necessitate delegating the ticket to another agent or a specific department for further review or investigations.

  2. Scenario 2: In other cases, there may be no need to delegate the ticket to another agent. However, Chatform AI might escalate the ticket if it cannot safely determine the appropriate course of action. Common reasons for such escalations are:

    • Knowledge gaps in the articles
    • Missing ticket handling instructions
    • Incomplete ticket handling instructions
    • Errors from the back office

To provide deeper insights into performance, we’ve differentiated these two types of tickets and made them distinct in the analytics.

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Delegation

Delegated tickets are those where Chatform is explicitly instructed to hand the ticket over to a human in specific scenarios. For instance, consider a delayed withdrawal. You might decide that within a certain timeframe, the player should be informed that the balance will appear in their account and that they should wait. However, if the delay exceeds a certain period, the ticket may require further investigation by the team and should be delegated to another team member.

A significant volume of delegated tickets is not necessarily a negative outcome; in fact, it may be the desired result.

You can view the total number of delegated tickets in the Automation tab of the Analytics page.

Note: Coming soon is Smart Delegation—the ability to get human confirmation for actions or fill knowledge gaps by consulting a team member via Slack.

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Unresolved Tickets

Unresolved tickets are those that are passed to another agent due to knowledge gaps or incomplete ticket instructions that may require further refinement.

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Unresolved Categories

A high volume of unresolved tickets could indicate that there is room for improvement in your setup, and your team should investigate the primary causes of these escalations.

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Auto Topics

Chatform creates ticket topics based on the reasons the chat was unresolved. This helps you quickly identify areas of opportunity to address potential knowledge gaps.

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Message Cap

These are tickets that reached the maximum number of allowed messages in a conversation.

A high volume of conversations in the Message Cap category could indicate that there is room for improvement in your setup to result in more efficient conversations, happier players, and higher satisfaction, and your team should investigate the primary causes of why these conversations are exceeding the message cap.

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System Errors

These are tickets that were escalated to human support due to an unexpected system error, often caused by ‘no response data’ from the back office or an error when attempting to ‘reason’ the player’s context while resolving the ticket.”

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Other

These are tickets that were escalated to human support for various miscellaneous reasons, where Chatform was unable to determine an automatic topic or reason for the escalation.

If you have questions about improving your performance, please feel free to reach out to your account executive for further assistance.

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Total handoff rate

New The total number of tickets handed off to your human support agents can be calculated by summing the total triggered from the Unresolved tab + the total delegated from the Automated tab.