A mobile game developer had four games in their portfolio and over 2 billion euros in annual revenue... but their Customer Support team was struggling. Several hundred thousand queries in multiple languages streamed onto their servers daily, and most tickets were for simple issues that could easily be resolved by reading an FAQ article. These articles existed, but customers clearly weren’t finding them.The company’s current keyword-based system was supposed to identify which queries could be deflected to self-help articles and route them appropriately. However, it could not cope with the unique and frequently-changing language used in the company’s games. The company needed a solution that would more effectively help customers independently find answers to their questions.

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