TaiwanMedia and entertainment2024 – ongoingGamania Digital
Vyin Brain generative-AI customer service bot in MapleStory
Gamania's MapleStory players resolved 83% of issues themselves after a generative AI service bot went live
Problem
Game publishers handle large volumes of player questions that human agents have to answer one by one. Gamania wanted fewer cases to reach agents.
Approach
Gamania built Vyin Brain, an AI customer service chatbot, and placed it inside the Taiwan version of MapleStory, a Nexon game that Gamania operates. Its unit Vyin AI planned to offer the bot to other companies from the fourth quarter of 2024. This case covers only the use in the game service Gamania runs.
Results
Takeaway
A bot inside the product, where players already ask their questions, can take a large share of routine cases. Gamania reported satisfaction figures alongside the deflection figure.
Categories
- Industry
- Media and entertainment
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Generative AIConversational and voice AI
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
Gamania's investor-relations release announced Vyin AI and its plan to enter the B2B market. It reported that after Vyin Brain went into MapleStory, human-served cases fell 43%, players resolved 83% of issues themselves and satisfaction reached 98%.
Full details are in the original sources.
