Case Study: Online Gaming Company achieves faster, more secure customer verification with Amelia

Online Gaming Company - Customer Case Study

Online Gaming Company turned to Amelia to address a major customer support challenge: phishing attacks aimed at live chat agents during account verification. With long chat sessions and up to 10 minutes spent verifying players, the company needed a way to improve security, speed up authentication, and maintain a high-quality customer experience.

Amelia was implemented to handle verification and customer conversations using supervised machine learning, with non-IT staff able to train and refine the system. The results were strong: average chat time dropped from 12–20 minutes to just 3 minutes, weekly chat volume grew from 190 to nearly 10,000 conversations, phishing detection accuracy exceeded 99%, about 4% of chats were identified as phishers, over 100 hours of labor were saved, and customer satisfaction reached 88.06%.