Because of its enormous popularity among young consumers, the online gaming industry has grown exponentially over the last five years. According to KPMG, the Indian gaming market is expected to reach $3.91 billion by 2025. Several factors support this rate of growth.
The COVID-19 pandemic and the resulting lockdowns have increased our reliance on smartphones more than ever. Second, the accessibility of mobile phones and the availability of cheap internet/data has removed the need to invest in expensive gaming consoles such as the PlayStation or Xbox.
Thanks to its upward growth trajectory, the sector has grown to become a multi-billion dollar market. Young consumers’ vast demand for online gaming heralds a new set of requirements. These consist of instant gratification, 24/7 customer service, additional FAQs, and advanced services (like upgrades and in-app purchases).
The growth of online gaming has also caused server management and gaming & game development costs to skyrocket. Here, chatbots can be helpful. They can assist the online gaming sector in saving millions of dollars in the following ways.
Provide unparalleled customer service – Integrating chatbots into customer service and support presents a new set of challenges, including determining where to place them in the customer or player journey. Implementing AI-driven chatbots will replace customer service with cutting-edge technology such as artificial intelligence once companies understand when, where, and how they will be used. This technology assists customers in locating products in a variety of ways and facilitates in-game support.
To perform more effectively, players and the chatbot can understand crucial elements such as the operating system and gamers’ platform. Chatbots even provide players with personalised information and advice and perform specific actions such as changing credit card limits, updating policies, and overseeing refunds.
Workforce reduction – By using conversational chatbots powered by AI, businesses can reduce the internal support staff needed to handle daily tickets and customer inquiries. By utilising the time of the help desk staff, chatbot assistants help companies to reduce overhead while also enabling them to deliver unmatched customer service when live agents are not available.
Reduces the likelihood of cart abandonment – As AI chatbots send timely and personalised reminders to customers, they are the all-in-one effective and automated solution to cart abandonment issues. For instance, a conversational chatbot powered by AI can deliver a seamless pre- and post-sale user experience to boost customer satisfaction and increase the likelihood that they will make repeat purchases.
Chatbots automate the entire process – By incorporating interactive chatbots in online gaming, businesses can handle gaming-related issues in an automated manner. Additionally, due to their popularity, chatbots impressively support omnichannel customer interactions in the gaming industry.
Simplify internal procedures – AI-driven chatbots modernise customer-focused applications while streamlining internal gaming operations processes in various creative ways. Because chatbots are so helpful, players can respond to orders immediately, get general ordering assistance, find answers to crucial questions, and deal with complaints directly.
Chatbots act as a natural language interface – Chatbots powered by AI serve as a natural language user interface for the companies’ knowledge base. Customers can also submit tickets and have them resolved without having to leave their preferred messaging programme.
Chatbots have proven to be the most effective way to strengthen relationships with players in the online gaming sector. The elements above suggest how chatbots spark long-term customer loyalty with in-game assistance. Chatbots help the online gaming industry save millions of dollars in costs by improving customer experience, lowering cart abandonment issues, and automating processes. As more gaming companies investigate and integrate chatbot solutions into their operations, the industry anticipates that chatbot usage will skyrocket.
Also Read: Five Psychological Perks of Online Games