Updated on March 10, 2025
Skill-based online games like Rummy and fantasy sports have gained popularity across various demographics and countries. Fantasy games like Football Fantasy have a user base of 62.5 million in Canada and the US. In India, Rummy Online, a major player in the industry, boasts a 30-million-strong user base.
This widespread adoption is reflected in the market size as well. By 2025, the online Rummy market in India is expected to reach $1.4 billion, while the global market for fantasy skill-based games is projected to be $37.28 billion.
However, such large user bases bring customer service challenges. Leading gaming companies are now expected to provide 24/7 support. Max Podkidkin, co-founder of BisectHosting, a global gaming server provider, states:
“We provide 24/7 support, ensuring customers receive replies within 15 minutes—day or night. Our support staff ensures that no query goes unresolved.”
So, how can fantasy and online gaming businesses meet growing customer service demands? This guide will help you build a chatbot that handles repetitive queries and integrates with an email ticketing system for efficient support automation.
Pre-Requisites
Before building your chatbot, ensure you have:
- A Kommunicate account.
- Some documents that list out the FAQs about your gaming portal.
How to Build a Rummy Chatbot with Kommunicate
1. Go to the Kommunicate Dashboard
- Go to dashboard.kommunicate.io
- Click on the Bot Icon on the left-hand side.
2. Select Bot Integrations
- You’ll see the Manage Bots page if you have already created a chatbot with Kommunicate.
- In that case, click the Bot Integrations tab in the left-hand menu.
3. Choose Your AI Model
- Select the AI model you want to train your Rummy chatbot with. We have Open AI, Gemini, and Anthropic models available.
- You can choose from Open AI, Gemini, and Anthropic. In this case, we’re selecting an Anthropic model.
4. Choose Your AI Model and Set Parameters
- You can create a model with the Claude Sonnet or Claude Haiku models. For this customer service chatbot, we will select the Claude Sonnet model.
- Now, select the Maximum Token. This helps you determine how long the AI’s answer can be. 1000 is a standard output number, so we are keeping this number unchanged.
If you’re working in an industry where the answers are information-dense, you can increase the number of tokens. However, you might incur additional AI costs. - Select the Temperature. This is a metric that controls the creativity of your AI chatbot. We will select 0 because we don’t want creative answers in a search and recommendation chatbot.
- Once you’ve selected your model, maximum tokens, and temperature, click Save and Proceed, and you will be taken to the next page.
5. Customize Your Rummy Chatbot’s Appearance
- First, set a name for your chatbot. For this demo, we will call our bot RummyBuddy.
- Then, select the avatar that will be the profile picture of your Rummy chatbot. We’re choosing a custom avatar from our brand.
- Click on Save and Proceed to continue.
6. Enable Human + AI Workflow (Optional)
- We have a human handoff feature where the bot can push the chat to a particular human agent when the questions are too complex.
- Click on Yes, enable this feature for the bot, and click on Finish bot setup.
7. The Rummy Chatbot has Been Created
- Your chatbot has been created!
- Click on “I’ll set it up later,” and let’s start training our RummyBuddy chatbot.
8. Set Up a Welcome Message
- Write a message to greet your customers whenever they interact with the bot.
- Click on Train bot to finalize this change.
9. Define Responses & FAQs
- Click on the Intents button on the left side of the previous screen.
- Here, you can train your bot to give specific responses to some questions. For example, we train the bot to answer when someone exits a conversation.
- Next, we will set up the answer.
- In the Bot Says section, you can set up your answer.
10. Let’s teach our Rummy Buddy About the Company’s Policies
- We are training the bot on the A23 Rummy website.
- This will open the site’s sitemap so that you can pick and choose which URLs the bot will be trained on.
11. Teaching Rummy Buddy the Rules of Rummy
- It’s not enough to explain the company’s policies to the players. We also need to teach the Rummy Buddy about the rules of Rummy.
- You can upload the Rummy rules by clicking on Upload.
- Once the document is uploaded and trained, it will show Trained.
12. Creating a Fallback Option
- The bot might sometimes fail to answer a question despite our documents and trained answers.
- In this case, we will transfer the query to a human agent and send an intimation to the customer when that happens. We do this by Assigning based on Conversation Rules.
13. Test Your Chatbot
- Here, you can see that the chatbot has learned about TDS deductions and other factors from the uploaded URLs and documents.
With this Rummy chatbot, you can automate many customer service tasks on the A23 platform. Also, you can use this chatbot to interactively teach the players how to play an online game and improve player engagement.
Integrating RummyBuddy with Email Support
You can also use this Rummy Buddy bot to reply to support emails.
Set Up Email Integration
- Go to the Integrations tab on the left side of the dashboard.
- Enter your Support Email.
- Adjust service provider settings to forward the emails to the provided email address.
- This would automatically answer all the basic and repetitive questions in your support email.
The RummyBuddy chatbot provides up-to-date and accurate answers to players’ basic and repetitive questions. This will also improve your players’ overall customer experience.
Key Benefits of the RummyBuddy Chatbot
- 24/7 Support – Provides round-the-clock assistance.
- Instant Answers – Reduces response times for FAQs.
- Player Engagement – Helps new users learn game rules interactively.
- Human Handoff – Transfers complex queries to support agents.
- Email Integration – Automates responses to support emails.
Conclusion
Developing specialized chatbots like RummyBuddy is essential for online gaming companies dealing with increasing customer service demands. By following the straightforward process outlined in this article, gaming businesses can create intelligent customer service bots that effectively:
- Provide 24/7 support to meet player expectations
- Answer common questions about game rules, company policies, and financial matters
- Reduce response times significantly compared to traditional support channels
- Free up human agents to handle more complex player issues
- Support multiple channels, including website chat and email integration
AI-powered support solutions are no longer optional but essential for competitive advantage. The Kommunicate platform makes this implementation accessible even without technical expertise, allowing gaming companies to scale their support operations efficiently while maintaining high service standards.
By combining document training, intent programming, and human handoff capabilities, platforms like A23 can ensure that players receive immediate assistance whenever needed, ultimately improving player retention and satisfaction in this highly competitive market.
FAQs
1. What is a Rummy Chatbot and How Does it Work?
A Rummy chatbot is an AI-powered assistant that automates player queries, helps with game rules, and provides 24/7 customer support.
2. How Can AI Chatbots Improve Gaming Customer Support?
AI chatbots reduce wait times, provide instant responses, and automate repetitive tasks, freeing up human agents.
3. How Do You Train a Chatbot for Rummy Rules?
By uploading documents and training AI models, chatbots learn Rummy policies, TDS deductions, and gameplay instructions.
4. Can a Chatbot Handle Payment & Account Queries?
Yes, AI chatbots can answer basic payment-related queries and escalate complex ones to human agents.
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.
