AI revolutionizes player interactions in sports betting

Welcome to this month’s issue of More Than Meets the AI, where we’re diving into a real-life AI success story: a sports betting company that harnessed the power of algorithms to boost efficiency and improve player and associate experience.

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Raising the stakes: AI revolutionizes player interactions in sports betting

By Cara Rosner

When a fast-growing sports betting company’s in-house contact center was overwhelmed by the volume of nonvoice inquiries it received, for instance, AI played a key role in improving resolution rates.

To drive efficiency at the company and ensure high standards of written correspondence to customers, TTEC pilot-tested an AI-enhanced writing-assistance tool. The solution used algorithms to analyze associate-drafted customer emails and made editorial suggestions to improve written communications.

The tool emphasized clarity, conciseness, grammar, spelling, and a professional yet friendly tone of voice to deliver the best player interactions.

Adoption of the AI writing tool surpassed expectations. The client’s goal was 70% usage, but the frequency with which associates accepted the solution’s editorial suggestions ranged between 85% and 90%.

Employee satisfaction was evident, achieving extremely low attrition of just 1.65% with absenteeism at only 3%.

But technology is just one piece the puzzle when it comes to delivering great CX. Having the right people to harness tech’s full potential is key, too.

In addition to piloting the AI writing tool, TTEC staffed a team of work-from-home, nearshore associates who were trained to resolve issues quickly and easily. The results? Quality scores rose to 90% and email close rate (similar to first call resolution rate) reached a target-exceeding 76%.

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