How Linden Lab Improved User Experience with Haptik
Linden Lab, prominently known as the creator of the popular online game Second Life, is a developer of platforms that allows 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. Enter Boxy 5000, Haptik’s chatbot for Linden Lab that helps streamline support while enhancing UX manifold.
With Boxy 5000’s ML capabilities, we were able to provide proactive, real-time communication to our Residents, both after hours and for those that do not have access to live chat support options.
Challenge at Hand
The success of a virtual world like Second Life, a popular online game, depends on how users, known as Residents, interact with the world and with each other. Each time a Resident faces an issue, their focus is taken away from Second Life to search for a solution.
Reduced user engagement caused by the need to search for answers, especially within a knowledge base as large as Second Life’s.
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.
How Haptik Offered a 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 password and get answers to FAQs.
Customize privileges based on user status, such as whether they were a premium or non-premium user.
Get live support for tier one customers and offer on-demand support.
With Boxy 5000’s ML capabilities we were able to provide proactive, real-time communication to our Residents, both after hours and for those that do not have access to live chat support options.
The implementation of the conversational chatbot solution, Boxy 5000, helped Linden Lab become more efficient with their support ticket creation process, answering queries with the help of FAQs, enabling users to reset passwords, and in several other key areas. Quantitatively, the chatbot helped Linden Lab to seamlessly handle 50,000+ conversations, handle more than 28,000 users (Residents) and also manage 2500+ tickets.