Case Study: Superbet achieves faster, more automated customer support with Ultimate.ai

Superbet automates Eastern Europe Customer Support

Superbet, a leading sports betting and gaming operator in Romania, wanted to transform from a retail-heavy business into a digital-first company while improving customer support and scaling into new Central European markets. The team needed an AI solution that could handle complex Romanian-language conversations, work natively with Zendesk, and replace their limited in-house, button-based chatbot.

Ultimate.ai implemented AI-powered customer service automation integrated with Zendesk, helping Superbet launch in six weeks and deploy a chatbot named iRina. With Ultimate.ai, 37% of chats were handled without agent intervention, first response times improved by 74%, and time to resolution became 63% faster, while support conversations were also around 10% faster overall.

Superbet

Ramona Florescu

Head of Customer Service