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Efficiency and automation key as Zendesk simplifies customer service
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With the igaming industry experiencing rapid international growth, nurturing brand identity and loyalty remains a key focus for operators – a complex challenge when faced with an increasingly diverse customer base. Speaking at the customer service software company Zendesk’s Showcase London, the firm’s president of products Adrian McDermott discussed how Zendesk’s segmentation and automation software is leading the way for efficient B2C interaction.
“Gaming has a set of unique challenges,” said McDermott. “Most games have large populations of casual users, free users, paid users, heavy users, and segmentation of inbound – and understanding how to deal with that inbound – is incredibly important.”
“We have gaming customers that have hundreds of millions of free users they need to serve through self service, and we have gaming customers with some very high-spend individuals, and they need to treat those people differently.”
One of the first things Zendesk offers gaming firms is a self-service environment where users can help users, or access appropriate content, with Harvard Business Review recently stating that 81 percent of people would rather find the answer for themselves than seek assistance. Further stages include an escalation from that channel into an instant messaging environment where customers talk directly to an agent, with an establishment of user identity.
The automated process, which also utilises AI and extensively curated user help functions, allows brands to streamline the customer service response, effectively allowing them to more efficiently utilise customer-facing agents. “Ultimately, serving gaming customers is often about having humans sitting in seats talking to humans who play that game, engaging with them and representing the brand.”
“Our gaming customers bring that to bear themselves, we just give them the tools, and build best practices in, that when a player comes for support, they get a response which is timely, in brand and meets their expectations.”
Not only did Zendesk’s Showcase London offer a positive opportunity to engage with firms keen to integrate the firm’s efficient software systems, but the 12 June event also proved the perfect place to announce an expansion of Zendesk’s AI-powered Answer Bot.
Already embedded in over 10,000 apps, Answer Bot tool will now be extended across all web and mobile channels, allowing companies to provide constant, consistent support and quicker response times across all platforms. “Customers today demand fast responses in a context that suits them, and AI can be used to help companies be more timely and accurate when engaging with customers. With Answer Bot, we’re putting an end to laborious processes to resolve simple questions. We’re not just delivering self-service everywhere – we’re delivering AI-powered self-service everywhere, which will continue to make for a better customer experience.”
Alongside Answer Bot – which also surfaces recommendations to agents during customer interaction, thereby increasing accuracy in response – Zendesk also announced a range of new tools as part of its Guide Enterprise knowledge base. With nearly four billion knowledge base articles viewed on Zendesk in 2018, the firm’s curated catalogue of problem solving and FAQ response articles has been strengthened with solutions such as Article Events – allowing regular appraisals of the usefulness, brand consistency and accuracy of articles – and Content Cues, prioritising the most regularly viewed responses. “This is what AI can do; large-scale pattern matching that goes beyond human comprehension,” said McDermott. “One of the reasons we’re super excited about this is that we are seeing that new capabilities across gaming are being released every month, every quarter, they’re entertainment products unlike any before, they are constantly morphing.”
“This is a challenge for customer service, figuring out the connotations downstream of what’s going to happen to a player in that new reality – it’s almost impossible to be figuring it out without machine automation. It’s uniquely suited to the pace of game deployment.”
Though igaming firms are just waking up to the potential of streamlined customer service software, McDermott added that Zendesk’s experience with gaming firms already extends over seven years, with key integrations in major studios and providers delivering manifold efficiencies. With its suite of systems and software covering consumer-engaged businesses in all sectors, Zendesk offers one of the most multi-faceted B2C solutions on the market, a serious consideration for igaming operators as both product options and customer numbers increase.
“We provide the tools and services to people to help them provide great customer service, and that cuts across all kinds of industries, ecommerce, traditional retail, services IT – and of course gaming.”
“We have a range of products that help people connect with their customers, and we always say that the best customer experiences are built with Zendesk.”
Source: Latest News on European Gaming Media Network
This is a Syndicated News piece. Photo credits or photo sources can be found on the source article: Efficiency and automation key as Zendesk simplifies customer service

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Pragmatic Play Launches 40,000x Jackpot Spellmaster Slot
iGaming software studio, Pragmatic Play, has unveiled its latest online slot, Spellmaster.
With its wizard-themed gameplay and 40,000x maximum jackpot, it will likely appeal to a broad audience, including big prize hunters and lovers of arcane fantasy.
Launched on August 18, the game is played on a 5×3 grid with 50 paylines. Reels are filled with card ranks as well as magical sceptres, spell books, potion bottles and wise owls.
Wild symbols feature the eponymous spellmaster wizard. Wilds can land at any time during the base game and feature in all but the far left reel.
The base game offers relatively standard fare. Basic symbols like the card symbols pay low prizes, which are enough to keep you in the game. Matching five premium symbols returns up to four times the original bet.
Respins And Jackpots
Players have the opportunity to win big prizes during respins. The game has different types of respin bonuses, depending on which of the three bonus orbs triggered the event. These bonuses are applied to money symbols that land during the spins.
Golden orb respins are played on a 5×6 grid. Golden orbs that land on the grid reveal one of five random jackpot names, and if the player matches three of the same jackpots, they win that prize.
Prizes range from the 12.5x Mini to the 1,875x Grand Jackpot. With red orbs, players receive multipliers between 2x and 10x any money symbols that hit, and the money symbols can be multiplied up to four times each.
Blue orbs multiply the value of randomly selected money symbols on the grid.
During the respins feature, if the entire grid is filled with money symbols, the player wins the impressive 40,000x jackpot.
Spellmaster offers bets ranging from 10p to £5 in the UK, although higher maximum bets up to €250 are available in other jurisdictions.
The game has a high volatility level, and RTP options include 94.5%, 95.5% and 96.5%. Interested bettors can play a demo of the Spellmaster game on the Pragmatic Play website.
The post Pragmatic Play Launches 40,000x Jackpot Spellmaster Slot appeared first on European Gaming Industry News.
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Endorphina Releases Electrifying New Title – Thunder Crown
Endorphina, a leading B2B iGaming provider, has announced the release of its newest electrifying title, Thunder Crown, which will be available to players in online casinos starting on 21 August.
Featuring a dynamic 5×5 grid, 50 fixed paylines, and a suite of powerful features, the new slot is designed to deliver a captivating and full-sensory gaming experience.
The game invites players into a realm where the legendary Thunder Crown awaits. As lightning strikes charge its crystals, the very reels and symbols are infused with the storm’s raw power, creating an electrifying atmosphere that builds with every spin.
Thunder Crown combines classic slot mechanics with lightning-charged features, including Free Games with a guaranteed Wild symbol, a Thunder Hold Bonus Game with multipliers up to x30, Column Jackpots from 50x to 1000x total bets, and Endorphina’s Classic Risk Game to double winnings up to 10x.
The release of Thunder Crown reinforces Endorphina’s commitment to crafting memorable and visually stunning games that appeal to a wide range of players.
Will you be the one to unlock the Crown’s full power? Try the Thunder Crown demo: demo.endorphina.network.
The post Endorphina Releases Electrifying New Title – Thunder Crown appeared first on European Gaming Industry News.
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NODWIN Gaming Acquires Sony Interactive Entertainment’s Stake in Evo; Becomes Majority Holder
EVO ANNOUNCES NEXT PHASE OF INTERNATIONAL EXPANSION
Multi-year partnerships with Qiddiya and Sony Interactive Entertainment, and new ownership of Evo by NODWIN Gaming alongside existing shareholder RTS, will fuel the global growth of events, content, and experiences
The future for Evolution Championship Series (Evo) takes a major step forward today as the world’s largest and longest-running fighting game festival enters new ownership and multi-year partnerships. Strategic agreements with NODWIN Gaming, Qiddiya, Sony Interactive Entertainment (SIE), and RTS will drive Evo’s international expansion, engaging content, and immersive experiences through 2028 and beyond.
SIE has sold its stake in Evo to NODWIN Gaming, a company backed by SIE’s parent, Sony Group Corporation. SIE will become a new global sponsor of Evo through 2028, and will continue its commitment to the fighting game community through the PlayStation Tournaments platform and key products currently in development that appeal to fighting game players.
“When SIE acquired Evo alongside RTS in 2021, our goal was to help the Evo community grow and spotlight the skills and passion of fighting game fans on a global stage,” said Phil Rosenberg, SVP and Head of Global Partner Development & Relations at Sony Interactive Entertainment. “As SIE transitions to become an Evo sponsor, the momentum for Evo has never been stronger, following a successful Las Vegas event and upcoming expansion to new regions. We look forward to supporting the continued growth of Evo globally.”
New co-owner NODWIN Gaming is a leading name in the South Asian gaming, esports, and youth entertainment industries, with Evo complementing its wide range of properties.
“Evo was built by a team whose authenticity and passion for the fighting game community are unmatched,” said NODWIN Gaming Co-Founder and Managing Director Akshat Rathee. “We will continue SIE’s great work and honor the legacy of everyone who has made it what it is today, while opening the door for a new generation to experience the spirit of Evo.”
Qiddiya, which became a global partner of Evo in 2024, announced today that the company is investing in RTS, co-owner and operator of Evo, and will extend its global partnership with Evo through 2027.
“Teaming up with Qiddiya strengthens the future of RTS and what we’re building with Evo, an event that lives up to its name by driving real transformation in the fighting game community through new opportunities, deeper connections, and meaningful growth,” said Stuart Saw, CEO of RTS.
The realignment and new partnerships will also support Evo’s vision for more original content to engage the community and continue to push the boundaries of creating more profound immersive experiences during the live events.
The popularity and global presence of Evo has continued to grow. Most recently, Evo’s flagship event in Las Vegas attracted fans and competitors from more than 60 countries and crowned champions across 16 fighting game titles. The festival show floor covered 14 acres, featuring major brand activations from Chipotle as the presenting sponsor, alongside AT&T, PlayStation®, Qiddiya, Nacon, Zenni, Red Bull, White Claw Zero Proof, Under Armour, Voodoo Ranger IPA, and Grand Archive TCG.
Beyond the US, Evo returned to Japan at Tokyo Big Sight and became the largest in-person tournament in the country’s history, with approximately 30,000 attendees. Evo will make its European debut at the Palais des Expos in Nice, France, on October 10-12, which has already broken a record for registrations. The event series is expanding to Singapore in 2027.
“In recent years, Evo hosted record-setting events in the USA and Japan, and our upcoming premiere in France is already breaking European records,” said Rick Thiher, General Manager of Evo. “These latest partnerships join the ongoing support from our global and regional partners in accelerating Evo’s expansion from hosting renowned live events to serving as a nexus point for fighting game culture worldwide.”
The post NODWIN Gaming Acquires Sony Interactive Entertainment’s Stake in Evo; Becomes Majority Holder appeared first on European Gaming Industry News.
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