How Larian Studiosreduced player support costs with AI

The Challenge

Game studios face a unique support challenge: massive, unpredictable spikes in player inquiries during launches, patches, and live events — followed by a long tail of ongoing account, billing, and gameplay questions across global time zones.

For studios like Larian Studios, MY.GAMES, and Pixonic, this meant:

• Launch-day ticket floods — Major releases and content updates would generate 10–50x normal support volume overnight, overwhelming human teams and causing days-long backlogs.


• Repetitive, high-volume queries — The majority of player tickets fell into predictable categories: account recovery, purchase issues, bug reports, ban appeals, and gameplay questions — but each required manual handling.


• Global, always-on player base — Players expect instant help 24/7 regardless of time zone. Delayed responses led to negative reviews, social media escalations, and player churn.


• Scaling costs — Hiring and training seasonal support agents for every launch cycle was expensive and unsustainable.

The Solution: AI-Powered Player Support with IrisAgent

These studios partnered with IrisAgent to deploy AI-powered support automation purpose-built for gaming — handling everything from instant player self-service to intelligent agent assist and automated ticket routing.

What was implemented:

• IrisGPT AI chatbot trained on game-specific knowledge bases, FAQs, and patch notes — resolving account recovery, purchase issues, gameplay questions, and bug workarounds instantly with human-like responses.
• Automated ticket tagging and intent detection — AI classifies incoming tickets by issue type (gameplay bug, billing, account, toxicity report) and routes them to the right team automatically.
• Real-time Agent Assist — Support agents receive contextual suggestions, relevant KB articles, and player history pulled from CRM and game backend systems, cutting handle times significantly.
• Proactive surge management — AI detects trending issues during launches and events, auto-surfaces known workarounds, and alerts the support team to emerging problems before they escalate.
• Sentiment analysis and escalation — Frustrated players are flagged in real time, with high-priority tickets escalated before negative sentiment spills onto social media or review platforms.

The Results

Since deploying IrisAgent AI Support Automation, these gaming studios have seen:

• 60%+ of player queries auto-resolved — Account recovery, purchase troubleshooting, gameplay FAQs, and common bug workarounds handled without human intervention.
• 45% reduction in support operating costs — By deflecting repetitive tickets and improving agent efficiency, studios reduced reliance on costly seasonal hiring.
• 5x faster mean time to resolution — Players get answers in seconds rather than hours, even during peak launch periods.
• Seamless launch-day scaling — AI absorbs massive ticket surges without degraded response times or emergency staffing.
• Improved player sentiment — Real-time monitoring and faster resolutions led to measurable improvements in player satisfaction and reduced negative community feedback.

Why Gaming Studios Choose IrisAgent

• Built for gaming scale — Handles 10–50x volume spikes during launches and live events without breaking a sweat.
• Game-aware AI — Trained on game-specific knowledge: patch notes, known issues, in-game mechanics, and player account systems.
• Multi-channel support — Works across email, chat, in-game help widgets, and self-service portals.
• Fast deployment — Studios go live in weeks, not months, with integrations into Zendesk, Freshdesk, and custom CRM systems.
• Transparent ROI — Clear cost savings with IrisAgent's ROI Calculatortailored for gaming support teams.