How Linden Lab Improved User Experience with Haptik
Customer Company Size
Mid-size Company
Region
- America
Country
- United States
Product
- Boxy 5000
- Haptik Chatbot
Tech Stack
- Machine Learning
- Chatbot Technology
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Functional Applications - Remote Monitoring & Control Systems
- Analytics & Modeling - Machine Learning
Applicable Industries
- Software
- Professional Service
Applicable Functions
- Business Operation
Use Cases
- Chatbots
Services
- Software Design & Engineering Services
- System Integration
About The Customer
Linden Lab is prominently known as the creator of the popular online game Second Life. It is a developer of platforms that allow people to create, share, and enjoy virtual experiences. The company sought to improve its user experience (UX) while ensuring strong customer support where its users (residents) wouldn’t have to wait for a support ticket. Linden Lab's focus is on enhancing user interaction and engagement within its virtual world, Second Life, by providing efficient and effective customer support solutions.
The Challenge
The success of a virtual world like Second Life depends on user interaction. Each time a Resident faces an issue, their focus is taken away from Second Life to search for a solution. This reduced user engagement, especially within a large knowledge base like Second Life’s. There was a need to offer the fastest and most accurate customer support possible, enhance UX, and reinforce customer support while making Residents not necessarily wait for a support ticket.
The Solution
Boxy 5000, a chatbot for the website, was built by Haptik to allow agents to focus on high-value queries and deliver a consistent user experience. Haptik’s proprietary ML module analyzes historical chat logs and categorizes them based on user inquiry. The highest volume inquiries were handled one-by-one, creating a simple conversation flow for users and allowing them to self-serve. The Linden Lab bot helped automatically create a support ticket, report issues with other users, reset passwords, and get answers to FAQs. It also customized privileges based on user status, such as whether they were a premium or non-premium user, and provided live support for tier one customers and on-demand support.
Operational Impact
Quantitative Benefit
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