Customer support · Production
Ada AI chatbot resolves 45% of Betsson Group customer interactions with multilingual 24/7 support
The problem
Betsson Group needed to extend customer support to 24/7 coverage across multiple languages and markets while maintaining its award-winning CX quality, requiring an automated self-service solution.
Workflow diagram · grounded in source
1
Customer initiates chatbot
trigger
“customers to use the chatbot to: Answer questions specific to deposit and withdrawal issues and concerns”
2
Ada handles self-service queries
ai_action
“automated, 24/7 assistance with engaging multimedia content, including videos, images, GIFs and links”
3
Multilingual content translation
ai_action
“creates and automates content in English, then instantly translates it to six languages, including: German, Finnish, Swedish, Norwegian, Danish and Spanish”
4
Targeted promotion delivery
ai_action
“Receive targeted promotions based on search behavior”
5
Escalation to live chat
routing
“when a customer requests an agent, they're provided with a link that seamlessly escalates them from chatbot to live chat”
6
Agent receives transcript
human_review
“the agent is provided with the chatbot transcript so that they can pick up the conversation where the chatbot left off”
7
Continuous performance improvement
feedback_loop
“Betsson Group gains new data and insights that they can use to strengthen their chatbots' performance while improving platforms, offerings, and processes across their brand”
Reported outcome
Ada resolved 45% of interactions autonomously, increased agent availability for high-value interactions by 90%, launched in under 30 days, and Betsson maintained CSAT while winning the Customer Service Operator of the Year award for the fourth consecutive year.
Reported stack
AdaMultilingual featurelive chat vendor
Frequently asked questions
What did this team achieve with this AI workflow?
Ada resolved 45% of interactions autonomously, increased agent availability for high-value interactions by 90%, launched in under 30 days, and Betsson maintained CSAT while winning the Customer Service Operator of the…
What tools did this team use?
Ada, Multilingual feature, live chat vendor.
How is this customer support AI workflow structured?
Customer initiates chatbot → Ada handles self-service queries → Multilingual content translation → Targeted promotion delivery → Escalation to live chat → Agent receives transcript → Continuous performance improvement.