Ever heard of SEED? No, not the things you plant in your garden. We're talking about Klang Games' massive Society Simulator that's set to redefine the MMO landscape. Imagine a virtual playground where reality meets sci-fi, and players can shape entire civilizations. SEED is a massive, multiplayer life simulation where players explore the future of humanity by shaping a world that never stops evolving, even when they are offline. In this vast world, players are free to experiment, connect with others, and leave lasting legacies in an environment that reflects both the light and dark of the human experience.
Sounds awesome, right? It totally is! And while there's a whole new planet called Avesta to be discovered, sometimes even the boldest explorers need a helping hand to navigate this new world.
Now, imagine you're Klang Games, sitting on this goldmine of a game. You've got a play session coming up, and you're thinking, "How in the world are we going to help all these new society-builders without pulling our hair out?". Klang Games needed something slick and efficient. Theymes delivered just that—a smooth, efficient system that kept up with the needs of SEED's players.
GenAI-Driven community support
Theymes provided Klang Games with a versatile, GenAI-driven community support solution designed to address the complex needs of SEED's player base efficiently across different channels. Central to this solution was a sophisticated GenAI-powered knowledge base, built to cover the advanced gameplay and extensive content of SEED.
This knowledge base was built with two primary channels for players:
Direct Web Access: Players could access the knowledge base directly through a web interface, allowing guided navigation and direct queries for an immediate and comprehensive support experience.
Discord Bot Integration: Recognizing that many players preferred to seek help within their community space, Theymes implemented a Discord bot that could access and relay information from the knowledge base. This allowed players to get answers without leaving their preferred communication platform.
Both channels utilized the same GenAI technology, ensuring consistency in responses regardless of the platform used. The GenAI capabilities enabled the system to understand and respond to complex queries with contextual relevance, accurately addressing questions about SEED's gameplay and content.
Additionally, the knowledge base also served as a valuable resource for Klang Games' community managers, offering insights into common player questions and concerns. As players interacted with the system, either through the web or Discord, the GenAI continually learned and improved, enhancing the quality and relevance of responses over time.
Our findings
Automated Responses: Players received quick and accurate, AI-generated answers to common questions like "What is biomass?" and "How to make bricks?"
Time Savings: Klang Games reported that they saved a significant amount of time while helping their community.
Positive Player Feedback: Players described the AI-driven Discord bot as "Super helpful and accurate"
Enhanced Knowledge Base: Community managers continuously improve content based on unanswered questions and general improvements.
Increased Player Engagement: Quick resolution of gameplay questions allowed players to progress smoothly through the play session.
High Accuracy: The GenAI-driven search demonstrated impressive accuracy in addressing player queries.
Klang Games community lead feedback
We recently partnered with Theymes to enhance support for a play session of our game, SEED. Our primary goals were:
To provide new and returning players with an easy-to-navigate platform to ask questions about SEED and get fast, accurate answers.
To ensure our community could conveniently find this information directly within Discord, where most of our players engage.
Theymes delivered a customizable knowledge base website that was easy for us to update and allowed our players to find solutions to their questions quickly. The content ranged from introductory information about SEED to in-depth details on gameplay mechanics and crafting recipes.
In addition, Theymes developed a custom Discord bot that integrated seamlessly with our community, providing players with quick and accurate access to the knowledge base directly from Discord.
During the test, we observed a noticeable reduction in player-submitted support tickets related to gameplay issues. Our community also provided positive feedback about both the bot and the knowledge base.
We uploaded over 40 articles, and through direct player input, we made real-time updates to the content based on community suggestions. The tool proved invaluable, offering a fast and flexible solution to communicate our game’s mechanics to new and veteran players alike.
We’re excited to continue our partnership with Theymes to provide top-tier support for our community. Their responsiveness and ability to quickly implement our feedback made the collaboration incredibly effective.
— John Plunkett, Lead Community Manager, Klang Games
Conclusion
Theymes' GenAI solution significantly improved Klang Games' ability to support their community during their play session. By providing timely, accurate, AI-generated responses to player questions, Theymes helped maintain player engagement and allowed the Klang Games team to focus on gathering valuable play session data.
The partnership between Theymes and Klang Games showcases the potential for GenAI-driven community support to enhance the game development process, particularly for complex, immersive games like SEED. We’re excited to support Klang Games from their upcoming play sessions through to live operations.