How Linden Lab successfully boost customer support on web with Haptik

Linden Lab
Linden Lab




Live Since

Mar 2022

Product Used

Customer Support

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What has made Second Life the longest running Virtual World is our focus on user experience. Our development of Second Life is done always keeping our users in mind. Due to our large and diverse user base, our Residents must reach out to Support for a wide range of things from many time zones around the world. This can take Residents away from Second Life, and as such we wanted to implement some popular self service options along with fast, friendly options to surface answers to common questions.
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. Boxy 5000 provides the ability for Residents to have access to some functions that previously required a live agent to assist with, facilitates Residents’ ability to find answers they are looking for instead of waiting for support tickets, and results in faster first response times for support tickets that are submitted.

– Dottie Linden, Support Operations Supervisor, Linden Lab


Linden Lab develops platforms that enable users to create, share, and benefit from virtual experiences. Founded in 1999, the company first launched Second Life, its flagship virtual world enjoyed by millions around the globe, in 2003, which has since gone on to boast nearly two billion user creations and a vibrant $500 million (USD) economy. 

The company further expanded its portfolio in 2019 with the release of Tilia, a registered money services business and licensed money transmitter in the United States. Tilia enables publishers of video games and virtual worlds to create in-world economies and monetize user interaction.


Second Life, Linden Lab’s flagship product, is one of the longest running online Virtual Worlds. The success of a virtual world like Second Life depends on how users, known as Residents, interact with the world and with each other. Resident experience is the name of the game!

Each time a Resident faces an issue, their focus is taken away from their Second Life to search for a solution.
Searching for answers within a Knowledge Base as large as Second Life's can be challenging and can decrease user engagement.
Linden Lab was looking to improve its user experience and offer strong customer support that would not necessarily require its Residents to wait for a support ticket.
With a strong backend NLP, Linden Lab wanted to provide the quickest and most accurate support possible for its extremely diverse user base.


  • Linden Lab partnered with Haptik to build Boxy 5000, an Intelligent Virtual Assistant on their Website to make some aspects of customer support automated & self-serve. Boxy 5000 enables agents to focus on high-value queries while delivering a uniform customer experience.
  • Haptik has a proprietary ML module that analyzes historical chat logs and categorizes them based on the 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 entire process only took 7 days!

    Essentially, Boxy 5000 helps with: 
  • Automatically create a support ticket
  • Report issues with other users
  • Reset password
  • Get answers to general support FAQs
  • Customize privileges based on whether the user is a Premium or a Non-Premium member
  • Live Support for Tier One customers
  • After Hours Support


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