Case Study: Oakever Games hits 73% full automation and halves agent workload with Helpshift
Key results
The challenge
Oakever Games, a Singapore-headquartered casual game publisher with more than 1 billion global downloads and titles including Vita Mahjong, supports 120M+ monthly active users across 11 languages. Before Helpshift, high agent workloads, low automation, and slow response times strained productivity as Vita Mahjong's popularity rose.
The solution
Going live in January 2025 after a first conversation in December 2024, Oakever deployed a full automation suite including Custom Bots, Automations, and Smart Intent. Custom Bots workflows handled repeated daily questions and auto-closed resolved issues, FAQ content was embedded directly in bot conversations, and auto-assignment accelerated routing to agents.
The results, in context
Full automation rose from 15% to 73% in two months, a 3.9x uplift, while FAQ deflection reached 93%. Agent workload fell 50% and agent-only tickets dropped 88% (from 67% to 8%), time to first human response fell about 75%, CSAT reached 4.1 on a 5-point scale, and the efficiency gains delivered almost $100k in annual cost savings.