For our October updates, see here

Web support site We recently released our companion web support site in addition to our in-game SDK. It is fully customizable to match your own look.One thing which we haven’t talked about much yet is our AI powered assistant which is also available on the web support site.

We map the intent of the player and give the best possible self-help, which can range from giving a short summary of what the player is looking for to asking more questions from the player before either automatically resolving the issue or directing the player to a support agent.

We’ll cover our AI assistant in more detail in a future update.We are also building an embeddable web self-help widget which we’ll tell more about soon!

Support application

Troubleshooter

Players can get seamless help in-game with our interactive troubleshooter. Create automated flows that answer the most common inquiries, without ever creating a ticket. Players can rate their experience and we analyze each step that players make to provide meaningful insights and to iteratively improve deflection and player satisfaction even more. No need for guesswork.

Collector (formerly Forminator 3000™)

Create custom collectors to collect feedback, report bugs, gather information about a missing purchase before connecting the player with agent, and much more. You can create interactive experiences to the players. Give suggestions to users how they can solve their issue, only ask for the information that you actually need to solve the issue & automatically add tags and fields.

Support app

Added validations to field, tag and message template editors for better user experience. We also now persist information about deleted tags and fields so you can still see how they were used in old conversations.

Discord

Our product now includes a Discord bot which your community can ask questions from and the bot will answer referencing your game’s knowledge base.

Support app

New Assistant - Released our improved and revamped assistant. You can now ask our assistant about your game and get instant answers. Your agents can get answers to players’ questions in matter of seconds without leaving the conversation.

Message template tags - Support automatically adding tags to conversations when using message templates.

Configuring fields - Support configuring fields in the settings. Fields can be added for a specific game or all the games. Currently the following field types are supported:

1. Text

2. Multiline text

3. Dropdown

4. Multi dropdown

5. Date

6. Yes/No

SDK

Added smart search for knowledge base articles. The search analyzes the player’s intent and shows the best results based on that, with support for multiple languages.

Support Application

Message templates

Support adding, editing and deleting message templates in the game’s settings page. Message templates can be added for all the games or a specific game and can be used for both player facing messages and private notes. Support agents can select message templates when talking with the players and modify the message before sending it.

AI search for conversations

You can now simply write what conversations you’re looking for, and we’ll take care of the rest.

Infrastructure and performance optimizations

We’ve improved the delivery time of time critical events, now our support app gets realtime updates even faster than before. We’ve also spent time hardening our infrastructure and improved scalability.

Conversations

1. Allow configuring the entry message players see when they start a new conversation

2. Send automatic reminders to players if waiting for their reply. The reminder messages and time after which players are reminded are configurable for each game.

3. Automatically close conversations with a message after period of time. The message and time is configurable for each game.

Knowledge base

The following statistics are now available in article and category views:

1. Views

2. Unique views

3. How many players started conversations

4. Total conversations started

5. Deflect rate

Users can also see language specific breakdowns and compare deflect rate to past periods.

We have also added more details about when articles have been modified and published to make it easier to see if something is out of date.

Recovering from the GDC and a bit longer Easter holidays, we're back on track. Besides having good meetings and making new acquaintances lately, our products are also progressing forward.

SDK

1. Send information about player’s device that can be viewed in conversation

2. Allow games to send custom metadata to support app

Support Application

1. Our support application can now be run as an standalone application (Mac, Windows).

2. It's now possible to leave private notes within conversations

Knowledge Base

1. Support automatically translating an existing knowledge base article localization based on updated main language.

For the past week we've been busy polishing out our SDK and Support App, making it faster, look better and added small nice things like key shortcuts to increase efficiency.

We also had time to take some of our bigger features forward. This week we finally made the knowledge base articles available in the SDK Support Center, with full localisation support of course.

We've also been busy working on our Agent Assistant AI, which allows support agents to quickly ask for help when resolving players' tickets. We utilise all the information the game has entered in their knowledge base to give fast, accurate answers. No more jumping between different windows trying to find the answer to the player's issue. The Assistant AI is still work in progress, but we're seeing great results already, so we wanted to give a small sneak peek.

Next week we're going to be at the GDC, ready to show off our product!

SDK & Knowledge base

1. The SDK has been translated to Spanish, French, German and Finnish.

2. Published articles are now shown in the SDK Support Center with localisation support.

3. Polished transitions for a smoother feel.

Support App

1. Polished the UI/UX in many places.

2. Improved the loading performance for faster navigation between pages.

3. Added some keyboard shortcuts for increased efficiency.

4. Agent Assistant AI in conversations for quick help. Still work-in-progress!

Support App

1. Automatically summarize conversations with AI.

2. Automatically determine if the player's issue was resolved with AI.

3. Show related conversations for player with a short summary of the issue.

Knowledge Base

1. Support editing categories in Knowledge Base.

2. Support adding new articles to games.

3. Continued work on article editor and localizations.

SDK

1. Work on native iOS SDK framework. Games can open and close support center from their native iOS games and iOS simulator.

Support App

1. Improvements to SSO authentication flow and implemented log out functionality.

2. Agent profile with statistics such as daily, weekly and monthly average CSAT / total conversations, recent feedback and performance in different categories

3. Started work on Knowledge Base management.

General

1. Paid off technical debt that has been accrued in the past months of rapid development.

Support App

1. Keep track of the last read messages and automatically scroll into the last seen message

2. Generic error handling for dealing with inline & whole page errors

SDK

1. New help center page with customizable theme

2. Made opening support view blazing fast ⚡

Support App

1. Added support for multiple games

2. Realtime updates of conversations

3. Assigning agents to conversations

4. See your assigned conversations with a browser-like tab navigation