Gamota uses AWS's GenAI to enhance customer support

Gamota is one of the leading game publishers in Vietnam.

Gamota, one of the leading game publishers in Vietnam with more than a decade of experience in the industry, has just announced the deployment of ECVBot, a chatbot that applies generative AI (GenAI) technology to revolutionize the quality of player support services.

With 12 years of leadership in the Vietnamese market, Gamota has grown impressively by publishing more than 160 mobile games, serving more than 35 million players. The company currently provides comprehensive game publishing services, including marketing, localization, operations, hosting and payment.

As the number of players expands across time zones and beyond the domestic scope, Gamota faces an increasing challenge in maintaining quality support through traditional channels, processing millions of transactions per day and meeting the increasing demand for personalized support.

ECVBot integrates GenAI directly into Gamota's customer support process to address these current challenges. This chatbot automatically handles support requests (tickets), aggregates player information quickly, and provides 24/7 multilingual responses (using Claude 4 Sonet and Cohere, powered by Amazon Bedrock) to common questions such as account verification, payment history, mobile game event information, and technical troubleshooting.

Initial implementation results show clear results: Staff workload reduced by 50%. Customer summary generation time under 30 seconds. 90% of player questions are responded to within minutes…

Building on this success, Gamota plans to expand its AI and cloud computing initiatives beyond customer service, into areas such as player behavior analysis, experience personalization, marketing optimization, and product development.

“ECVBot, a GenAI application on AWS, now enables near-instant 24/7 response while relieving support staff from repetitive tasks,” said Kevin Duong, CTO at Gamota. “This technology improves service quality, allows staff to focus on more personalized queries, and expands the ability to serve new markets while minimizing operating costs.”

BINH LAM

Source: https://www.sggp.org.vn/gamota-ung-dung-genai-cua-aws-de-tang-cuong-ho-tro-khach-hang-post814327.html