Case Study: Reducing CX Costs Without Sacrificing Player Experience

The Challenge

A leading operator wanted to integrate AI into its customer experience operations but faced a critical problem: existing options were flawed.

• Traditional BPOs scaled by adding more agents. While effective in the short term, this approach raised fixed costs, slowed ramp times, and created diminishing returns.

  
  

• AI-only vendors promised efficiency but left players stranded when bots could not resolve account-level issues. Frustration built, satisfaction dropped, and churn risk increased.

The operator needed a model that delivered meaningful cost reduction without compromising player satisfaction or operational control.

Conduet's Approach

Conduet delivered a fully managed solution purpose-built for gaming. Unlike generic providers, the Conduet model combined automation, human expertise, and gaming specialization into one seamless framework.

AI Resolution at Scale

• Conduet’s gameLM platform instantly resolved routine issues such as password resets and account inquiries. For complex tickets, CoPilot equipped agents with real-time guidance, reducing handle times and improving accuracy.

Expert Human Support

• Smart-shored teams in Manila handled escalations and sensitive cases, providing empathetic, brand-aligned service. Agents were trained specifically for gaming, ensuring a faster learning curve and deeper player understanding.

Seamless Escalation

• Conduet ensured tickets were only routed to AI when resolvable. If not, escalation happened instantly and invisibly. Players never hit a dead end, and satisfaction remained high.

Purpose-Built for iGaming

• By focusing exclusively on gaming, Conduet shortened training cycles, improved accuracy, and delivered higher-quality outcomes than multi-industry BPOs or one-size-fits-all AI vendors.

The Results

Cost Efficiency

• 25%+ savings with CoPilot, reducing required FTEs by ~30%

• 60%+ savings with Full Automation + CoPilot, reducing required FTEs by ~75%

Player Experience

• Every ticket resolved, either instantly by AI or by an agent

• High CSAT scores maintained through seamless handoff and consistent quality

Operational Impact

• Agents focused on high-value cases instead of repetitive tasks

• Improved workforce utilization boosted both productivity and morale

Scalability

• Savings compounded with ticket volume, creating tens of millions in reduced CX costs for large operators

• Quality and performance held steady during spikes in demand, ensuring predictable outcomes even in peak seasons

Why It Matters

For gaming operators, reducing cost to serve means nothing if players walk away frustrated. Conduet proved it is possible to achieve 25% to 60% cost savings while guaranteeing resolution quality.

By applying AI where it delivers real resolution and leveraging expert agents where human judgment is essential, Conduet created a model that scales efficiently, protects player loyalty, and frees operators to focus on growth.