Gaming
A mid-sized mobile gaming studio with 2.4 million active players across South Asia was struggling with a support bottleneck that was directly impacting player retention. Their in-game support system generated 15,000+ tickets monthly, with average resolution times of 48 hours. Players who experienced long support delays were 3x more likely to uninstall the game within 30 days. ElidePro deployed an AI-powered voice and conversational support layer that resolved 72% of player issues instantly — reducing churn and dramatically improving the player experience.
The Challenge
As the player base grew, the support team could not scale proportionally. The studio had 12 support agents handling English and Hindi queries, but their average first response time was 18 hours due to ticket volume. The most common issues — account recovery, in-game purchase disputes, technical bugs, and reward claim failures — were entirely repetitive but required manual intervention. Players who experienced even one bad support interaction showed a measurable drop in in-app purchases and session frequency. The studio estimated that poor support was costing them ₹40-50 lakhs monthly in lost lifetime value.
The ElidePro Solution
ElidePro integrated a conversational AI support agent accessible via the in-game help menu and a dedicated support phone line. The AI handled account verification using player IDs and device data, resolved common issues like failed purchase credits and reward delays by triggering backend fixes directly, and escalated complex technical bugs to the right engineering squad with full diagnostic context. For the phone support channel, the AI handled voice queries in English and Hindi — the two primary languages of their player base.
Results After 90 Days
Support ticket volume reduced by 54% as the AI resolved issues before they became tickets. Average first response time dropped from 18 hours to under 90 seconds. Player churn within the first 30 days of experiencing a support issue decreased by 28%. In-app purchase rates among players who used AI support were 18% higher than those who experienced long wait times — indicating restored trust. The studio saved approximately ₹22 lakhs per month in support staffing costs while handling 3x more queries.
Key Use Cases Automated
Account recovery and password reset assistance, failed in-app purchase verification and credit processing, daily reward and streak issue resolution, bug reporting with automatic diagnostic data collection, leaderboard and ranking query responses, tournament and event participation queries, player ban and moderation status inquiries.
Why ElidePro for Gaming
Gamers are among the most demanding digital consumers. They expect instant, knowledgeable support — not generic ticket queues. ElidePro's AI understands gaming-specific contexts, can verify player accounts programmatically, and integrates directly with game backend systems to take corrective actions rather than just logging complaints. The result is a support system that feels as responsive and intelligent as the game itself.