Key results
The company
Gamota
gamota.comMobile game publisher and distribution platform for the Vietnamese market.
Result highlights
- 50% reduction in human agent workload
- Player summaries generated in <30 seconds
- 90% of inquiries resolved in minutes
- 15-20% increase in support volume managed
The story
One of Vietnam's top three mobile game publishers supports over 35 million players across more than 160 titles throughout Southeast Asia.
Rapid regional expansion created a bottleneck where a central team struggled to support players across diverse languages, cultures, and time zones. Rising inquiry volumes required detailed context on purchase history and in-game progress, making manual resolution slow and inconsistent.
The company deployed a generative AI chatbot integrated with internal CRM and game data to provide contextual responses in Vietnamese, Thai, and Bahasa Indonesia. The system uses Amazon Bedrock to route inquiries to specific foundation models based on complexity, selecting faster models for simple queries and larger ones for deep reasoning. Continuous fine-tuning allows the bot to adapt to weekly game events and new feature updates.
Quotes
“With more than a hundred active game titles, every title brings different issues, and managing that level of variety and detail across the region meant rethinking how we approached customer support.”
Implementation partner
eCloudvalley
ecloudvalley.comDeployed and customized the ECVBot generative AI chatbot for Gamota's player support operations.