Superbet Romanian virtual support agent

What was done

Superbet replaced work on an internal chatbot with Zendesk AI agents after selecting a provider that could support Romanian at native fluency. The virtual agent, iRina, answers customer requests in chat, supports 24/7 multilingual service, and escalates complex cases to human agents. Zendesk reports a 74% first-response-time reduction, 37% no-touch resolution, and 63% faster resolutions when iRina and a human agent both participate.

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