For Support Teams
Supercharge Your Support Team
Player support teams are the frontline heroes of the gaming experience, but they often face overwhelming ticket volumes, repetitive inquiries, and the challenge of providing consistent, high-quality support across multiple languages and channels. Theymes empowers your support agents with a powerful, AI-driven workspace designed to streamline workflows, automate tedious tasks, and provide the intelligence needed to resolve player issues faster and more effectively. We transform the support role from reactive problem-solving to proactive player engagement, equipping your team with the tools they need to excel, reduce burnout, and deliver exceptional service that enhances player loyalty.
UNIFIED COMMAND CENTER
Agent Workspace (Support App): Your Unified Command Center
Bring clarity and efficiency to your support operations with the Theymes Agent Workspace, the core of our Support Application. This intuitive interface provides a single pane of glass for managing player conversations, accessing knowledge resources, executing workflows, and tracking performance.
Agents can handle interactions from all integrated channels – including the in-game SDK, web widget, email, and Discord bot – within a unified environment, eliminating the need to constantly switch between different tools. The workspace provides complete context for each player interaction, including past issues and relevant player data, enabling agents to provide personalized and informed support. Features like canned responses, internal collaboration tools, and seamless integration with the knowledge base significantly reduce handling times and improve agent productivity.
INTELLIGENT ASSISTANCE
AI Co-Pilot: Intelligent Assistance for Every Agent
Elevate your team's capabilities with the Theymes AI Co-Pilot, powered by cutting-edge Generative AI. This intelligent assistant works alongside your agents within the workspace, providing real-time support to enhance their effectiveness.
The AI Co-Pilot offers highly accurate, context-aware search results from the knowledge base, instantly suggesting relevant articles and solutions based on the player's query. It can assist in drafting responses, summarizing complex issues, and even automating certain types of replies, freeing up agents to focus on more complex problems. Crucially, the AI Co-Pilot facilitates seamless multilingual support by providing instant, high-quality translations for both incoming player messages and outgoing agent responses, breaking down language barriers and enabling you to support a global player base with your existing team.
SMART AUTOMATION
Automation Engine: Deflect Tickets, Resolve Issues Intelligently
Reduce manual effort and empower players to self-serve with the Theymes Automation Engine. This powerful tool allows you to build intelligent, automated troubleshooting flows that guide players toward solutions without requiring agent intervention.
Using our intuitive 'Collector' feature, you can create dynamic forms and guided processes that map specific player intents to the most appropriate knowledge base articles or resolution steps. These automations can be deployed across all support channels, including the SDK and web widget, effectively deflecting common inquiries and gathering necessary information upfront for issues that do require agent assistance. By automating routine tasks and providing guided self-service, you significantly reduce ticket volume, improve first-contact resolution rates, and allow your support team to concentrate on high-priority, complex player needs.
SEAMLESS SUPPORT
Multichannel Integration: Seamless Support, Unified View
The modern player expects support on their channel of choice. Theymes ensures your team can meet this expectation with seamless multichannel integration. Our platform unifies interactions from the In-Game SDK, Web Widget, Email, and the Discord Bot into a single, cohesive Agent Workspace.
This means agents have a complete, chronological view of every player's support history, regardless of the channel they used. Context is never lost, ensuring a smooth and efficient experience for both the player and the agent. This unified approach not only improves agent efficiency but also provides comprehensive data for analytics, allowing managers to understand channel performance and optimize resource allocation across the entire support ecosystem.