Revolutionizing Player Support with Automated Intervention Queue

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The initiative focused on automating the Manual Intervention Queue, a critical component in player support. This process was vital for addressing concerns related to hacked accounts, missing purchases, and lost earned points.

Business Challenge

Effectively addressing player concerns required thorough analysis of extensive player data, including login activity, banking transactions, and trade records. This manual process proved time-intensive, with advisors spending up to 36 to 48 hours on analysis and response.

Our Solution

To streamline this crucial process, we implemented a state-of-the-art solution leveraging advanced Machine Learning (ML) data modelling. This ML model assesses player data, predicting suspicious activity or login patterns, empowering advisors to make informed decisions swiftly.

Implementation Details

Development of ML Data Model: We meticulously designed an advanced ML data model enriched with AI technology.

Automation Workflow

Player-raised cases are directed to the Manual Intervention Queue (MIQ) for analysis. Schedulers trigger every 6 hours, initiating data analysis via the ML Data Model. Data Analysis and Prediction: The ML Data Model conducts a thorough analysis of login, bank, and trade data to identify player activity, potential social engineering, or suspicious login patterns.

Integration with Salesforce

Responses from the ML Data Model are seamlessly stored in Salesforce, ensuring accessibility to advisors.


The introduction of this automation drastically expedited the data analysis process, reducing the duration from 36 hours to a mere 1 hour. Advisors now receive comprehensive insights from the ML Data Model, enabling them to take prompt action on player cases. This transformative approach not only enhances player support efficiency but also bolsters security measures against potential threats.


This case study exemplifies our expertise in delivering innovative solutions that not only solve specific business challenges but also drive operational excellence in player support. We’re committed to elevating player experiences through cutting-edge technology. For further inquiries or insights into similar solutions for your gaming enterprise, please do not hesitate to reach out to us. As an industry leader, we’re dedicated to delivering excellence in every project we undertake.

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