Case Study: AIDIS reaches 96% automation and 90% FAQ deflection for Critter Crew with Helpshift
Key results
The challenge
AIDIS, a Japan-headquartered game publisher, distributes its match-3 puzzle game Critter Crew in 9 languages across 123 regions. Supporting a large, diverse, globally distributed player base required multilingual coverage and automation to optimize customer-service costs while keeping simple inquiries out of agents' queues.
The solution
AIDIS implemented Helpshift to automate and route support, publishing FAQ articles in multiple languages at scheduled times to enable self-service, and letting the platform handle simple inquiries automatically so human agents could focus on complex issues. Setup took roughly 1 to 1.5 months with support from Helpshift and Keywords Studios.
“Having 90% FAQ deflection allowed the players themselves to resolve all simple inquiries within Helpshift. We also reached 60% automation within three months and 96% automation in less than a year.”
TGTsutomu GodaCritter Crew producer at AIDIS
The results, in context
Within a year AIDIS reached 96% automation, up from 60% automation within the first three months, alongside 90% FAQ deflection. Players submitted 93% of inquiries in-app through the mobile SDK, average time to first response reached 2h11m, and the game achieved an overall 4.5 CSAT score.