How Linden Labs Automated Customer Support and made it self-serve 

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Live Since

Mar 2022

Product Used

Customer Support

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What has made us the longest running online video game is our focus on user experience. We strongly believe in developing the metaverse keeping our users in mind. We observed that most of our users constantly referred to the playbook for query resolution. This took the users away from the game and led to a broken experience.
With Boxy 5000’s ML capabilities we were able to provide proactive, real-time communication to our users. We ensured faster first response times and significantly reduced idle time per user.

– 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. It has since gone on to have nearly two billion user creations and a vibrant $500 million (USD) economy.

The company further expanded its portfolio in 2017 with the public beta of Sansar, a free platform making virtual worlds more accessible and immersive, available on Windows PCs and compatible with HTC Vive and Oculus Rift.


Second Life, Linden Lab’s flagship product, is one of the longest-running online metaverse video games. The success of a video game depends on the users/gamers' interaction with it.
Customer experience is the name of the game!
Linden Lab aimed to:
  • Improve its user experience
  • Offer strong customer support
  • Scale up to simultaneously handle multiple user queries


Linden Lab partnered with Haptik to build Boxy 5000, an Intelligent Virtual Assistant on their Website to make customer support automated & self-serve.

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 entire process only took 7 days!

Essentially, Boxy 5000 helps:
  • Automatically create a support ticket
  • Report issues with other users
  • Reset password
  • Get answers to general support FAQs
  • Customize privileges based on Premium or Non-Premium member


Key Use Cases


Business Impact


Total Conversations Handled


Users Handled


Tickets Handled

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