Helpshift contemplates customer support for the metaverse with Metashift
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Helpshift has made it possible for mobile game makers to handle millions of customer support requests over mobile phones through automation. And now it hopes to do the same for the metaverse with Metashift.
San Francisco-based Helpshift started years ago using automation to make it easier to deal with customer complaints in mobile games and apps. It created nested frequently asked question (FAQ) answers that players could use in lieu of talking to a customer service person. The metaverse is the universe of virtual worlds that are all interconnected, like in novels such as Snow Crash and Ready Player One.
In games like Supercell’s Clash of Clans, that helped reduce complaints to hundreds, or enough for a small team of human support staff to handle. It uses both AI technology as well as just logical FAQ threads to enable lots of people to get their questions answered without needing to get a human on the line.
“We’re so excited about the opportunity the metaverse provides. It provides a natural extension of some of our decades of experience in gaming and becomes an extension of that,” said Eric Vermillion, CEO of Helpshift, in an interview with GamesBeat. “But like some of the other things that we’re excited about it can really improve the way support is delivered over today’s physical world of support in a way that relies heavily on physical identities and physical access.”
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