Client & Challenge

A leading U.S. real money gaming operator was experiencing explosive player growth. Ticket volumes spiked, agents were overwhelmed, and response times began slipping. Longer waits risked frustrating players and eroding loyalty at a critical moment of expansion. The operator, reliant on a third-party PAM, could not simply add development resources to scale support. A solution was needed to boost efficiency while preserving the high-touch service that defined its brand.

Conduet Solution

Conduet deployed gameLM CoPilot directly into Zendesk and the Amelco PAM. Using historical transcripts, CoPilot was trained to generate real-time, context-aware replies. Suggestions appeared directly in the agent workflow, ready to send. The deployment required no changes for players and only minimal agent training, allowing the operator to see immediate adoption and measurable results.

Results (40K+ ticket trial)

• Over 60% of replies sent directly from CoPilot suggestions

• First reply times cut by 77%

• Overall agent reply speed improved by 50%

• Average of 3.4 replies per resolution, reducing back-and-forth

• Player satisfaction sustained at 90% throughout the trial

Impact

The operator transformed its support model during a high-growth period. By sending the majority of replies directly from CoPilot suggestions, agents resolved tickets faster and with greater accuracy. Support costs were contained even as volumes climbed, and players continued to receive timely, brand-consistent service. The reduced pressure on agents created a sustainable model that positions the operator to scale further without sacrificing satisfaction or margins. With the confidence gained through CoPilot, the operator is now advancing to gameLM’s AI Agent for full end-to-end ticket resolution.