Recently, a number of technologies have been utilizing AI. With AI technology employed in a variety of fields, the future envisioned when we were children seems closer than ever. Here at Latis, we have been workshopping ways to bring this AI technology to our game operations services for some time. We’d like to take this opportunity to introduce our ideas.
Game Operations Services? Aren’t They Supposed to be Macros?
One of the biggest misconceptions that many users have is that help desk responses are macro-based. The assumption being that the system design is macro-based to automatically answer inquiries as they come in. But, and unfortunately, all customer support inquiries are read and answered by actual people. The reason? Customer inquiries are often more complex than is believed; to answer them, each inquiry needs to be read by a human to understand their intent and/or request. All of which inevitably takes time. The written responses are certainly derived from templates for consistency, but they still need to be modified and reviewed based on each customer inquiry. When something cannot be answered by the template, the response is written manually. In addition, the acting Latis CS will also be partaking in this process.
Even With All This, Can AI Be Used to Manage the Game?
Yes! Here at Latis, we have come up with ways to use AI to reduce the time it takes to do these naturally laborious tasks. Our thoughts being to use the conclusions reached after careful examination of our work in CM and CS! In other words, let’s use AI technology to support these games!
However, as noted, supra, customer inquiries must be read by a person. That cannot be changed. AI technology cannot be 100% trusted at the moment. A hasty introduction could possibly lead to a bad experience for the customers. Keeping all this in mind, what if humans were in charge of the reading and interpreting, whereas AI would be in charge of the “writing”?
Unlike traditional CS that requires someone to arrange the response from start to finish, Latis’ AI Game Operations service writes the response when a staff member inputs the results, generating the sentences. It can even assists with the ‘reading.’ Moreover, multilingual CS can be handled by one person, as the AI can interpret and write in any language from around the world. If your game is getting ready for global services, you will find Latis AI CS to be very useful.
Another service supported by Latis AI CS is the CM service. Whether you’re working on the ever-changing patch notes or need to make an announcement about a sudden issue, Latis AI CS is an invaluable game support ally.
If, for example, you write an announcement in Korean, you can request the AI to translate it to the requested foreign language. The key difference from the standard translation is the “request” part. You can also Insert an emoji or personalize the tone of the writing ! It also supports multiple languages, so this game service can be employed in any country! Of course, human verification is to needed to ensure accuracy, but our internal tests have shown the turnaround time to be reduced by more than 60%. In addition to announcements, this service can also be applied to creating reports.
Today, we have provided a quick introduction to the Latis AI. With more advancements in technology, the number of fields which have integrated AI has also increased. Latis is working hard to maximize this opportunity in our gaming services to provide a more pleasant and enjoyable experience for our users. We will continue to strive to improve our product, showcasing these developments to you! Thank you.
