Case Study: Mobile Game Developer doubles ticket deflection to self-help and speeds resolution with Luminoso

Mobile game developer automates support tickets

A major mobile game developer with over 100 million daily active players was receiving up to 120,000 support tickets per day after major updates across multiple languages. Their keyword-matching system couldn’t keep up with unique, rapidly changing in-game terms, misspellings, and acronyms, so low-impact issues flooded Customer Support, creating bottlenecks and slowing responses to critical problems that risked player churn.

Using Luminoso’s language understanding, the company automatically identified game-specific concepts (even unseen terms) and matched tickets to existing self-help articles, routing only true mismatches to agents. This hands-off solution doubled ticket deflection from 25% to 50%, significantly reduced time-to-resolution, enabled fixes within minutes, provided native support in 10 languages, and surfaced emerging issues more quickly while cutting overall support volume.