Case Study: Intouch Games automates 28% of live chats with ServisBOT

Automating 28% Of Live Chat Queries Using An Ai Bot

Intouch Games, a UK-based mobile casino and bingo operator with more than 4 million players across seven brands, needed a way to scale customer support as traffic grew with each new brand launch. Handling around 60,000 live chat queries per month, the team wanted to reduce pressure on agents, maintain queue-time targets, and provide 24/7 support without continually expanding headcount.

Using ServisBOT’s conversational AI platform, Intouch Games built an AI-powered chatbot that integrated with its in-house live chat system and back-office tools, starting with common queries such as bonuses, wagering, ID verification, and marketing preferences. The solution was rolled out across all brands and automated 28% of live chat queries within a month; in the first 90 days, it handled about 92,000 interactions and achieved a 33% five-star rating, while live chat queue times continued to meet target even after adding another brand.

Intouch Games

Lee Willis

Head of UK Customer Services