Updated on March 11, 2025
Between 2017 and 2021, the global gaming industry saw atmospheric growth, reaching $211 Billion in revenue and clocking a growth rate of 13% year-over-year.
While the industry faced some headwinds after the pandemic in 2020 (with people returning to work, fewer people were gaming), the industry was back on its feet In 2024. In 2024, the industry clocked a revenue of $184.3 Billion.
This industry revenue also relates to a massive user base. According to recent research from Statista, there are 2.68 Billion “gamers” worldwide. Combine this market penetration with the increasing revenue of gaming studios, and you get an industry dealing with a growing influx of customer queries every year.
About half of the revenue for gaming comes out of mobile gaming apps. Companies must deal with a global user base across different time zones and localities. Add the fact that most gaming businesses have multiple games in their portfolio, and the prospect support only driven by humans becomes more complex.
This is where AI chatbots can help optimize operations and improve the support infrastructure of 2.68 Billion gamers. This article will take you through the methods with which AI is transforming gaming support; we’ll cover:
1. Why Do Gaming Businesses Need AI Chatbots?
2. What are the Benefits of AI Chatbots for Gaming Support?
3. How do Businesses use AI Chatbots in Gaming?
4. What are the Challenges and Limitations of AI Chatbots?
Why Do Gaming Businesses Need AI Chatbots?
Gaming businesses have traditionally relied on human-powered support to solve all customer queries. However, this method becomes more complex because of several compounding factors:
1. Expectation of 24/7 Communication – While gaming companies are usually localized to one place, their user bases are global. So, whenever a customer query comes in, immediate responses are expected.
This is difficult to manage with a local workforce. Gaming companies are expected to provide multilingual, always-on support for their customers. In a traditional organization, you must recruit a lot of human capital to service this requirement. Still, with AI-based routing and live chat, you can empower your existing team to answer more queries without expending more capital.
2. Repetitive and High-Volume Queries – Most popular games have a significant online component. This means that most companies receive many queries about account recovery, payment errors, and common bugs.
Our research shows that these queries can account for up to 80% of the repetitive queries that a company receives. AI chatbots can completely deflect and resolve these queries, reducing the workload on human agents and providing instant resolutions to your customers.
3. Managing Cost Efficiency – Gaming is a development-intensive industry, with some AAA games taking anywhere between two to eight years to be ready for the market. Add in the fact that the industry is facing a slowing growth curve, and cost optimization has become a priority overall.
AI chatbots can bring cost efficiency to the support infrastructure at gaming businesses, empowering existing human agents to support more users. This efficiency leads to higher ROI and helps your business gain more profits without spending more capital.
4. Enhancing Player Experience – AI chatbots can personalize interactions by tracking player behavior and previous purchases. Using this data, these chatbots can provide personalized responses to the players, increasing their engagement with the game.
5. Supporting Complex Game Portfolios – Gaming studios like Ubisoft and EA maintain a lot of titles. This trend extends to mobile game publishers, who can have over a hundred games in their portfolio. This complicates providing customer service because while the core team is the same, the product is different. AI Chatbots can understand the individual product policies across various products in one go, providing a unified interface for automating support.
6. Data-Driven Insights for Improvement – With a wide user base and a broad portfolio of games, it might become difficult to keep track of support performance. AI chatbot platforms like Kommunicate offer Insights that can summarize commonly asked questions, bot and agent performance, and other performance metrics by looking through ratings and conversations.
These factors outline how AI chatbots are a strategic necessity for gaming companies with expansive portfolios. Using these as the baseline, we will check customer service metrics and how AI chatbots can affect them in the next section.
What are the Benefits of AI Chatbots for Gaming Support?
With our extensive experience in customer support, we can measure the impact of AI chatbots on gaming support. After implementing our chatbots for global players like Slotgames and KhiladiAdda, we’ve noticed:
1. Reduced Average Response Time (ART)
AI chatbots can contain and resolve L1 repetitive queries without any human intervention. This decreases the average resolution time (ART) across all support queries. Since 1 in 5 users will leave a product if there’s a delay in replies to online chat, these instant responses from your AI chatbots also translate to better retention.
2. Higher Customer Satisfaction (CSAT) Score
The overall CSAT scores increase since AI chatbots are programmed to provide instant and personalized resolutions to gamers. AI chatbots help your human agents to answer multilingually and on time and help engage players better during their support experience.
We’ve seen that incorporating the Kommunicate mobile SDKs to add an AI chatbot to your Android and iOS app can increase CSAT by 90%.
3. Increased Cost Efficiency
We offer a readymade chatbot ROI calculator on our website. In our experience, a human agent can use an AI chatbot to improve efficiency and solve more daily problems.
This increases the overall cost efficiency of your support process, slashing the costs associated with hiring, training, and other expenses.
4. Scalability During Peak Hours
Gaming often has peak usage hours during which the support volumes rise. Since AI models are built to scale with computing and don’t require extra preparation, they’re ideally suited to manage the increased volume of support messages during peak hours.
Also, since AI chatbots can handle multiple concurrent conversations, this scale is multiplied across your user base.
5. Enhanced Player Retention
Increased CSAT and reduced ART improve player engagement across your support channels. This enhances the loyalty of your customers and improves the overall retention rate for your games.
Also, the AI chatbot collects all customer communications in one place and can give you insights into future features you can build into the game.
Now that we understand why gaming companies use AI chatbots for support, let’s look at how they translate into an actual use case for a business. We will look at Bluestacks, a global gaming platform that uses Kommunicate’s AI chatbot for customer support.
How Do Businesses Use AI Chatbots in Gaming?
We’ve served several global players in the gaming industry with Kommunicate’s AI chatbots. One of the major players is Bluestacks, a gaming platform that serves 1 billion users across the globe.
How Did BlueStacks Handle 4.3 Million Incoming Support Queries?
Kristopher Rattansingh, a Technical Support Manager at Bluestacks, said, “The major disruption in our industry was COVID. We saw a greater adoption of our product, and a lot of users using our product at the same time. We quickly realized that we needed to revisit the number of people we had doing customer support. Many companies started seeing a market deficit, and we had to meet customer expectations while maintaining our standards of providing superior customer support.”
To meet these demands, Bluestacks incorporated Kommunicate’s mobile SDK for iOS and Android and saw the following:
1. Instantaneous Responses at Scale
- AI Edge: Chatbots resolved 80% of repetitive queries (e.g., installation errors, lag fixes) in seconds.
- Human-AI Synergy: Complex issues were escalated seamlessly to agents with the bot-human handoff.
2. Flexibility for a Global Audience
- Multilingual Support: Catered to users in 12+ languages, from Spanish to Hindi.
- Diverse Preferences: Offered self-service for DIY users and live support for complex cases.
3. Kommunicate’s Winning Formula
- Seamless Integration: Plug-and-play compatibility with BlueStacks’ existing systems (Zendesk, knowledge base).
- Unmatched Support: “Team Kommunicate worked round-the-clock to customize solutions,” noted BlueStacks’ CTO.
- Cost Efficiency: Competitive pricing slashed operational costs by 30%.
Results: By the Numbers
| Metric | Outcome | Impact |
| Messages Processed | 4.3 million+ | Handled 70% of the total support volume |
| Conversations Resolved | 130,000+ | Freed 300+ hours/month for agents |
| Response Time | Seconds, not hours | CSAT soared to 4.6/5 |
| Cost Savings | 30% reduction in support costs | Redirected funds to R&D |
Why BlueStacks Recommends Kommunicate
- Ease of Integration: “The bot was live in days, not months,” said Rattansingh.
- 24/7 Support Team: “Kommunicate’s engineers became an extension of our team.”
- Future-Ready AI: Continual updates keep the chatbot ahead of gaming trends.
As you can see, AI chatbots can solve many real-life problems for gaming companies. However, these chatbots are not silver bullets; some challenges arise when you add them to your platform. We’ll use the following section to discuss these limitations and challenges.
What are the Challenges and Limitations of AI Chatbots?
Some of the core challenges and limitations of AI chatbots in the gaming industry are as follows:
Data Mishandling – In 2023, a phishing attack on the HR department of Activision exposed the Call of Duty players’ data to many external attacks. To avoid instances like this occurring with an AI chatbot (which has access to your players’ personal information), it is necessary to choose GDPR and CCPA-compliant vendors.
2. Impersonal Interactions – When AI doesn’t have access to the correct data, it can sound overtly robotic and lack personalization. Choosing a model that natively integrates with your CRM is essential to avoid this limitation.
3. Lack of Knowledge About Slang and Cultural Nuances – Gamers use slang and a lot of jargon to communicate with each other. Current AI models are not trained in this slang and can fail to provide proper engagement to the player. This can be overcome by explicitly programming your AI chatbot with your brand tone.
4. User Distrust – Some users might naturally distrust AI chatbots and their ability to solve their problems. To solve this, choosing a vendor that provides a good live chat experience with native-built chatbot-human handoff experience is essential.
While some limitations in AI technology affect its performance, we’ve seen that it can still improve player engagement and customer satisfaction for gaming projects.
Conclusion
The potential of AI chatbots in gaming support is multi-dimensional. They address critical challenges such as 24/7 global support, managing high-volume repetitive queries, optimizing operational costs, and enhancing player experiences. Companies like Bluestacks have demonstrated that AI chatbots can process millions of messages, resolve complex support scenarios, and dramatically improve customer satisfaction with the proper implementation.
However, this technological evolution is not without challenges. Data privacy, personalization, cultural nuances, and user trust remain critical considerations. Successful implementation requires a thoughtful approach that balances technological capabilities with human-centric design. Gaming companies must carefully select AI chatbot solutions that resolve technical issues and understand and respect the unique gaming culture.
The gaming companies of the future will leverage AI to improve player engagement and customer experience across the board.
If you want to be one of the game-changers that jump on this trend, talk to us!
CEO & Co-Founder of Kommunicate, with 15+ years of experience in building exceptional AI and chat-based products. Believes the future is human + bot working together and complementing each other.
