Today, Betsson Group, a global leader in online gambling, officially
announced its partnership with Ada, the market leader in automated
customer experience (ACX). Using Ada’s AI-powered platform, Betsson
Group has built and launched three chatbots that speak eight languages
to provide its 600,000+ active customers with 24/7 engagement across the
brand’s top websites including Betsson, Betsafe and NordicBet.
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This investment in automation reflects Betsson’s commitment to
strengthening its award-winning customer experience through digital
transformation for customer convenience, while empowering its service
agents to take on more complex inquiries that drive customer value. By
introducing Ada as a key component of its customer service offering, the
partnership allows Betsson Group to elevate their quality of self-serve
support by providing always-on, instant support that reduces customer
time and effort to get the information and answers they need, anytime
they need it.
“At Betsson, we’re focused on creating the best possible experience for
our customers, and that means the tools we use need to be powerful and
flexible enough to match our vision,” said Jesper Svensson, CEO of
Betsson Operations. “By implementing Ada’s AI-powered automation, our
customers can now trust that support is available anytime they need it,
in their first language.”
With Ada’s easy-to-use platform, Betsson Group’s customer service team
has been able to:
- Build and launch each chatbot in less than a month;
-
Integrate with Betsson Group’s existing live chat provider to provide
automated answers in seconds; and -
Provide a seamless contextual handoff from chatbot to live human when
requested
The partnership is a landmark implementation for Ada as well. “Betsson
Group is consistently honoured with top industry awards that recognize
its commitment to driving customer service excellence,” said Mike
Murchison, CEO of Ada. “We are proud to work with Betsson to ensure the
automated experience matches and enhances the high-quality,
award-winning support their customers have come to expect.” Betsson
Group has won several prestigious awards within the industry with the
latest being the ‘Customer Service Operator of the Year’ for the fourth
consecutive year at the EGR Nordic Awards 2019, and the ‘Socially
Responsible Operator of the Year’ at the International Gaming Awards
2019.
As with all of their client partnerships, Ada continues to work with
Betsson Group to maximize their chatbot’s performance. Reach out to Ada
at hello@ada.support to learn
more about its market-leading platform.
About Ada
As the market leader in Automated Customer Experience (ACX), Ada
personalizes engagement across the customer journey by putting the power
of AI in the hands of the people who know your business best. Ada makes
it simple for non-technical teams to build an automated,
enterprise-class chatbot that saves time, reduces costs, and improves
engagement.
Headquartered in Toronto, Ada enables clients around the world, like
TELUS, Square, and Air Asia, to provide their customers with 24/7
personalized support in more than 100 languages.
About Betsson Group
With 17 brands, including Betsafe.com, Betsson.com, NordicBet.com and
CasinoEuro, offering Sportsbook, Casino and other games, Betsson Group
is one of the world’s largest gaming groups, at the heart of
entertainment for over five decades. The company’s vision is to provide
the best customer experience in the industry – listening to, and
learning from, its customers, and then exceeding their expectations.
Betsson Group has won several prestigious awards within the industry
with the latest being the ‘Customer Service Operator of the Year’ for
the fourth consecutive year at the EGR Nordic Awards 2019 and the
‘Socially Responsible Operator of the Year’ at the International Gaming
Awards 2019. Betsson Group is wholly owned by Betsson AB – listed on
Nasdaq Stockholm Large Cap.
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