Project overview
Aerra AI collaborated with Montana Games, a mobile gaming studio, to implement a comprehensive AI-driven customer support ecosystem. The client faced a critical challenge with high volumes of player support tickets, requiring a solution to scale operations without expanding the manual support team. We developed a secure, automated architecture that seamlessly integrates with their existing communication infrastructure to handle player inquiries efficiently.
The system functions as an intelligent support hub, automatically analyzing and classifying incoming emails into key categories such as bug reports, payment issues, or partnership requests. By leveraging advanced AI for context understanding, the solution autonomously resolves approximately 80% of standard inquiries with personalized responses, instantly removing the bottleneck of routine triage.
Complex issues are identified and intelligently routed to human agents for specialized handling. This strategic automation reduced average response times from hours to minutes, allowing the Montana Games team to shift focus from operational management back to core game development.
What we built
The workflow sits on the studio's real mail traffic: every message is analysed, categorised, and either answered automatically or escalated with a concise internal brief so agents skip repetitive triage.
- Context-aware parsing of player emails and attachments where needed
- Policy-safe reply generation aligned with studio tone and support rules
- Explicit handoff paths when confidence is low or when the issue needs a human
- Operational metrics so the team can see volume, automation rate, and escalation quality over time