Improve efficiency and optimize customer support with 24/7 connectivity, multilingual assistance, and advanced optimization solutions
LOS ANGELES — November 28, 2023 — PTW, an enterprise games services company powering the technical and creative services for many of the largest developers and studios around the world, today announced REACT — a 360-degree business process automation solution for Player Support challenges. Merging Robotic Process Automation (RPA) and AI technologies, REACT seamlessly blends process, people, and data to create end-to-end intelligent workflows and a seamless experience for players, customer service agents, and game publishers.
“Player support isn’t just a service, it’s the foundation of any thriving community,” said Deborah Kirkham, CEO of PTW. “With REACT, PTW is on the forefront of innovation – our teams are using the latest in automation and AI technologies to deliver the best experiences for our clients and their customers, no matter the time or place.”
REACT ensures 24/7 coverage, multilingual communications, faster response times and issue resolution, leading to increased player satisfaction. Game developers can optimize support, scale-up efficiently, improve workflow efficiency, and reduce costs while enhancing Customer Satisfaction (CSAT) and Player Satisfaction (PSAT). REACT utilizes four key components:
- Intelligent Workflow: Business process management connects humans and technology into seamless workflows
- Intelligent Document Processing: AI-based technology captures, classifies, and transforms unstructured data from different sources into actions
- Robotic Process Automation: Automate rule-based, repeatable, high-volume tasks
- Conversational AI: The most sophisticated chatbots and virtual assistants that identify and personalize interactions
“At PTW, we know gamers are only interested in one thing – playing their favorite games. We also know that game makers want to make support an easy experience for players,” said Neil Long, PTW Senior Director of Player Support. “REACT provides our partners with the latest in player support to efficiently and intelligently deliver more enjoyable gaming experiences.”
To learn more about REACT, visit: https://www.ptw.com/services/player-support/react
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About PTW
PTW is an enterprise games services company, providing technical and creative services to many of the largest developers and studios around the world. Founded in Japan in 1994, PTW has grown to become a global force in the gaming industry, with over 40 studios in 16 countries worldwide and offices across North America, Europe, India, South America, and Asia. Our industry-leading services include art production, game development quality assurance, player support, community management, localization, localization QA, audio production, and data collection. The PTW family of brands includes SIDE, 1518 Studios, entalize, Delfi Sound, and OR Esports. For more information, visit www.ptw.com
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