You have worked at different companies and industries. What attracted you to Comm100 to get there in 2022 and continue developing your tasks to this day?
I have always worked in people-facing roles, which brings me a lot of joy. When I worked in higher education, recruiting and advising students, I saw a real gap in the support students were looking for and the channels that were available to them. I could see that the traditional e-mail or phone call and waiting hours or even days for a response was over and needed to be addressed. An opportunity at Comm100 came onto my radar. I immediately knew that this was a company that not only provided services that would enhance student communications and support, but one that was meticulous about offering a superior product, and that they had the ability to make an impact across industries. I learned of their track record working with large enterprise organizations and within that, how much they cared about the experience of each of their clients. Exploring the gaming industry with Comm100 has been invigorating. Our services integrate seamlessly, and I’m consistently impressed by the industry professionals I meet. I look forward to diving deeper into this space and all it has to offer.
Could you describe for our readers the main features or services of Comm100, a global company based in Vancouver, Canada? What connections do they have with the gaming industry?
Comm100 provides an omnichannel communications platform, which means our services like live chat, chatbots, ticketing and many more integrate into all channels and social channels. With the gaming industry being so customer centric in its online approach, the need for a live chat or 24/7 support service has proven essential. Our platform integrates with existing systems, auto translates over 150 languages, efficiently routes and segments players and VIPs based on endless parameters, and provides topline reporting, all of which we have seen to be invaluable for our existing gaming clients.
How has AI technology revolutionized the way we communicate with our customers, and what AI tools does your company apply to be efficient in that sense?
AI can be a complicated topic because there is so much out there, especially with the rise of Generative AI. It’s important to keep in mind the accuracy and reliability of the tool you’re using. Comm100 has put a lot of care into the workflow and experience a player has when he/she interacts with AI. The ability to understand intents and route players based on their specific needs, as well as pull their personal information, just taps the surface of its capabilities. One important point is that Comm100’s chatbots encompass NLP and Generative technology. This means that a company, for instance, has full control over what the chatbot says and responds to, and those responses are built from the ground up. We ensure our bots are personalized and provide accurate responses based on information you feed them. When it comes to the generative portion, we ensure that the bot only pulls from information you grant it access to, so you know it’s pulling from vetted content. The other part of our AI that is special is the agent assist aspect. This means that when an agent is helping a player through a live chat, for instance, there is an AI assistant that can provide prompts and offer a helping hand to speed up the resolution time and make both the agent and player experience more seamless.
How is it possible to engage and retain the new generations of consumers, more dispersed and less likely to follow a single brand? What recommendations do you give to your clients to better reach these young users?
I think young people expect efficiency and accuracy simultaneously. It isn’t enough to provide mediocre support in a timely manner or vice versa. Young people are used to having answers and solutions at their fingertips. If the experience isn’t optimal, they move on because there are always other options available. Investing in a solid solution that offers robust capabilities to pull accurate and personalized information, along with round-the-clock support to resolve issues on the backend, is invaluable.
What future projects does Comm100 have, both in terms of business and expansion into different markets?
At Comm100, we have a large team of developers who are consistently focused on adding features and enhancing integrations to meet our customers’ needs. We initially began in large enterprise spaces such as banking, financial services, and healthcare. Over time, we have expanded into other industries such as higher education and now iGaming, driven by popular demand and a great product fit. We are committed to supporting industries that prioritize exceptional customer support. With the global expansion of the gaming industry and the increasing need for reliable solutions and support, we see a perfect match and are excited to expand our focus on building our customer base and relationships within this dynamic sector.