Case Study: US-Based Large Gaming Company scales customer support with Appen

Appen’s Data Labeling Platform Helps Gaming Industry Giant Scale to Meet Customer Needs

US-Based Large Gaming Company partnered with Appen to strengthen customer support for its global player base. The company needed to improve AI-powered chatbots that handled support requests, but vague or confusing player messages made interpretation difficult. Its internal team was limited by manual processes, fragmented Excel-based tooling, and a lack of bandwidth and scalable data storage.

Appen provided a data labeling platform that centralized the workflow, enabled quick onboarding of internal labelers, and made it easier to monitor contributor performance, trust scores, and label accuracy. The solution helped the gaming company scale its labeling effort from 13,000 rows of data to nearly 12 times that amount, improve response times, and create more granular support labels. As a result, chatbot support became more accurate and personalized, and review time for labeled data dropped significantly.