Smilegate Megaport uses Allganize’s AI chatbot, Alli, to enhance customer support and gamify player interactions in Epic Seven and Tales Runner. With 85% response accuracy and 30% fewer human inquiries, Alli enables real-time support, automated events, and interactive mini-games, improving player engagement and streamlining operations.
Smilegate Megaport has successfully leveraged Allganize’s AI chatbot, Alli, to streamline customer support and enhance engagement in their popular games like Epic Seven and Tales Runner. Beyond answering inquiries, Alli empowers the company to create interactive mini-games, quizzes, and automated events, significantly improving customer experience.
AI-Driven Customer Support – With 85% response accuracy, Alli provides real-time assistance for payments, account recovery, and troubleshooting, reducing customer inquiries requiring human agents by 30%.
No-Code Event Creation & Gamification – Alli enables Smilegate Megaport to quickly launch interactive events, such as quizzes and mini-games, through an intuitive no-code UI, boosting player engagement.
Enhanced AI Capabilities & Scalability – Leveraging machine learning and big data, Alli continuously improves response accuracy and integrates with external tools like YouTube and APIs, making customer interactions seamless and personalized.
AI-powered solutions like Alli are transforming how businesses engage, support, and retain customers.
Want to learn how Allganize can help your company enhance customer experience? Contact us today!
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Can chatbot operators easily create events like "Number Baseball" or "Personality Tests" within a chatbot? With Allganize’s "Alli," it's possible. Alli is not just a simple chatbot but a no-code AI work partner that allows users to combine various features seamlessly. Smilegate Megaport has been using Alli to create and manage customized events.
Smilegate Megaport utilizes Alli for customer support in games like Epic Seven and Tales Runner. During the recent Chuseok holiday, they conducted a Chuseok-themed quiz event through Alli. Beyond handling customer inquiries, Alli is also helping to build stronger relationships with customers and expand customer engagement. This case study shares how Smilegate Megaport is maximizing Alli’s capabilities beyond chatbot functionality.
The operations planning team at Smilegate Megaport focuses on improving customer interactions and enhancing relationships with both domestic and global customers. Since customer inquiries for games often occur late at night, they initially considered chatbot adoption as a support tool for customer service representatives.
Their primary focus was on natural language processing (NLP), ensuring that the system could accurately interpret customer queries and provide the most relevant responses. Additionally, they needed a chatbot equipped with machine learning capabilities to keep up with constantly changing gaming trends. Without such adaptability, the chatbot would eventually provide a negative user experience, making it an ineffective solution for both customers and the company.
Another key requirement was an intuitive UI that allowed administrators to configure chatbot settings and create scenarios easily. A poorly designed UI would lower efficiency and usability. The chatbot also needed to provide structured guidance to customers so that support agents could handle inquiries accurately.
Furthermore, when launching customer events, they required a fast and secure way to create and execute campaigns without compromising security.
Smilegate Megaport has been using Alli since November 2019. The chatbot supports multiple languages, including Korean, Chinese, Japanese, and English, for Epic Seven, a globally serviced mobile RPG. Alli is also used for customer campaigns and events.
Alli also integrates YouTube video links to share major patch notes, frequently asked questions, and chatbot usage guides. It helps users quickly access information on account recovery, payments, and other issues. Additionally, it provides structured forms for 1:1 inquiries, ensuring that customers can accurately submit their email addresses and other necessary information for proper support.
For frequently asked questions, pre-programmed responses are built into the chatbot. When a relevant inquiry is received, the chatbot provides personalized information based on the customer's situation.
Alli enables the development of simple in-chat mini-games, such as Epic Seven’s personality test and summon experience. Seasonal events, like quizzes and monster battles, are also integrated into the chatbot.
To enhance these events, Smilegate Megaport requested additional features like carousels (horizontal slide displays), image buttons, and autocomplete functionality, leading to further improvements in Alli’s capabilities.
After implementing Alli, customer inquiries requiring human agents decreased by over 30%. The MZ generation of gamers is highly accustomed to chatbots, and many prefer using Alli for quick responses instead of waiting for human assistance.
A key metric for evaluation is the response rate, which measures the chatbot’s ability to automatically provide accurate answers to customer questions. Alli’s current response rate is approximately 85%, surpassing the initial goal of 80%. Over time, AI performance has improved through machine learning and accumulated big data.
The ability to develop mini-games, such as Number Baseball, personality tests, and hero summons, was made possible through Alli’s built-in functions, including random number generation, numerical/text conversion, and global variables. The chatbot also supports API integration, making advanced applications easy to implement.
"Alli's intuitive UI is excellent—so much so that it could even be used for educational purposes. Its no-code interface makes it incredibly easy to develop features, and new team members can quickly learn how to use it. Additionally, over 90% of the formulas and functions needed for customer events are pre-built, allowing for rapid event creation." — Lee Cheol-ri, Assistant Manager, Smilegate Megaport Operations Planning Team
Alli is also ISO 27001 certified, ensuring security compliance for event execution. Once the event concept and image assets are prepared, a mini-game can be developed within a day using Alli. Initially, new mini-games and events were created biweekly, but the frequency has since been adjusted to once per month.
Smilegate Megaport’s operations planning team remains dedicated to enhancing customer experience at every touchpoint with the company’s IPs and services. They continuously explore and implement new technologies, including Alli’s response rate data, Google Data Studio, and AI-driven natural language generation.
Discover how Alli can streamline support, boost engagement, and automate events for your business.
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