Entertainment & Gaming
Playtomic refund and sports-support agent
Playtomic uses Zendesk AI agents to automate refund, booking, and customer-support workflows for racket-sports users.
Author: Zendesk
What was done
Playtomic switched from Intercom to Zendesk AI after its previous bot could not personalize answers, use generative AI, or hand off cleanly to human agents. The Zendesk AI agent handles common questions, draws from internal knowledge bases, integrates with backend systems, and escalates complex technical or international-payment issues to support teams. Playtomic reports 81 B2C intents, around 83% B2C deflection, 80% automation for refund queries through a refund API, and support in nine languages.
Stack
Zendesk AI Agents
Zendesk LLMs
Refund API
Backend Integrations
Generative AI