- Customer service
Betsson Group Bets on Ada as its Official Automated Customer Experience Partner
TORONTO/TA’ XBIEX (March 26, 2019) – Today, Betsson Group, a global leader in online gambling, officially announced its partnership with Ada, the market leader in automated customer experience (ACX). Using Ada’s AI-powered platform, Betsson Group has built and launched three chatbots that speak eight languages to provide its 600,000+ active customers with 24/7 engagement across the brand’s top websites including Betsson, Betsafe and NordicBet.
This investment in automation reflects Betsson’s commitment to strengthening its award-winning customer experience through digital transformation for customer convenience, while empowering its service agents to take on more complex inquiries that drive customer value. By introducing Ada as a key component of its customer service offering, the partnership allows Betsson Group to elevate their quality of self-serve support by providing always-on, instant support that reduces customer time and effort to get the information and answers they need, anytime they need it.
“At Betsson, we’re focused on creating the best possible experience for our customers, and that means the tools we use need to be powerful and flexible enough to match our vision,” said Jesper Svensson, CEO of Betsson Operations. “By implementing Ada’s AI-powered automation, our customers can now trust that support is available anytime they need it, in their first language.”
With Ada’s easy-to-use platform, Betsson Group’s customer service team has been able to:
– Build and launch each chatbot in less than a month;
– Integrate with Betsson Group’s existing live chat provider to provide automated answers in seconds; and
– Provide a seamless contextual handoff from chatbot to live human when requested
The partnership is a landmark implementation for Ada as well. “Betsson Group is consistently honoured with top industry awards that recognize its commitment to driving customer service excellence,” said Mike Murchison, CEO of Ada. “We are proud to work with Betsson to ensure the automated experience matches and enhances the high-quality, award-winning support their customers have come to expect.” Betsson Group has won several prestigious awards within the industry including ‘Customer Service Operator of the Year’ for the fourth consecutive year at the EGR Nordic Awards 2019, and the ‘Socially Responsible Operator of the Year’ at the International Gaming Awards 2019.