customer_support · media · workflow
Ada AI chatbot resolves 45% of Betsson Group customer interactions with multilingual 24/7 support
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.
How it works
Common implementation structure
How this type of workflow is generally built, generalized across documented cases — not tied to any one vendor's stack. Click any stage to read what happens there. Specific products that implement these stages appear in “Tools commonly seen” below.
Stage 1 · Customer initiates chatbot
Customers use Ada's chatbot to get automated 24/7 assistance with deposit, withdrawal, and product questions.
Tools used
AdaMultilingual feature
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.
Grounding & classification
Source type: vendor customer story
19 fields verified against source quotes, 5 dropped as unverifiable.
chatbotconversational aipersonalizationtranslationchat transcripthuman review describednamed customerproduction runtime claimedtools describedworkflow describedhospitalityautomation ratecustomer satisfactiondeflection rateemployee productivityvendor customer storycall center aicustomer supportautonomous resolutionescalation workflow