Case Study: CCP Games achieves 21% cost savings with 5CA AI Translation Services

CCP cuts support costs by 21% with 5CA

CCP Games, a leader in the gaming industry, faced the challenge of providing 24/7 multilingual support for their complex game EVE Online across global time zones. Their existing operations were costly, with language agents often handling English tickets due to low volume in other languages, leading to inefficient staffing and long average handling times. They partnered with vendor 5CA to explore an AI solution to reduce language resources without compromising on support quality.

5CA implemented its AI Translation Platform to handle nearly all non-English tickets, creating a single English agent pool supported by a few specialized language agents for high-complexity issues. This solution from 5CA led to a 21% reduction in overall operational costs and a 100% reduction in dedicated language resources. It also increased language player satisfaction by 4.8%, maintaining consistent player satisfaction scores above 90%.

CCP Games