Using Collector

Overview

Collector is a powerful, GenAI-driven information gathering tool designed to enhance player support in gaming environments. It can be seamlessly integrated into various touchpoints of the player support journey, providing a flexible and intelligent way to collect relevant information from players.

By leveraging the Collector feature effectively, you can streamline the player support process, gather crucial information efficiently, and provide faster, more accurate assistance to their players.

Key Features

1. Intelligent Scenario Matching

The Collector uses advanced GenAI technology to match player intents with predefined scenarios. This allows for automatic triggering of the Collector when a player's query closely matches a scenario.

Example: If a player writes "I have lost my account" and there's a scenario describing "users are missing their accounts", the Collector can automatically appear to gather relevant information.

GenAI Intent mapping to Collector

2. Adding Collector

The Collector can be added at multiple points in the support process:

  • Within Troubleshooting flows
  • Directly in article elements
  • Automatically when player intent matches defined scenarios
Adding collector to article
Adding collector to troubleshoot flow

Information types to collect

You can set up various elements in the Collector by going to Collector to gather specific information by using the following. These can be found from Collectors, then select or create a collector and then select Builder.

  • Text fields (Single and multiline)
  • Dropdown menus with options
  • Date picker elements
  • Attachment uploads (e.g., screenshots, receipts)

Call-to-Action Options

When collecting information, the Collector offers three primary actions for different use cases:

  1. Collect Information Only: Gather feedback or bug reports without initiating a support conversation.
  2. Start Support with Collected Information: Direct the player to live support, passing along the collected data.
  3. API Call: Trigger an API call with the collected information, allowing for custom backend integrations.

Player Tier Support

The Collector can be configured to provide differentiated support based on player tiers, ensuring VIP players receive priority attention.

Default Collector

A "Contact Us" form is available as a Default Collector, which can be easily added to the end of troubleshooting flows when no other resolution is found.

Implementation

Channels

The Collector is available across multiple channels:

  • Web widget
  • Web support interface
  • In-game through SDK integration

Security

All data collected through the Collector is encrypted during transmission between systems, ensuring player information remains secure.

Best Practices

  1. Scenario Creation: Create diverse scenarios to cover a wide range of player issues for better automatic triggering.
  2. Customization: Tailor Collectors to specific articles or issues for more relevant information gathering.
  3. API Integration: Utilize API calls for real-time problem-solving, such as verifying purchase issues directly with the game backend.
  4. Player Tier Optimization: Configure Collectors to provide differentiated support based on player value or tier.
  5. Regular Review: Periodically review and update scenarios and Collector configurations to improve effectiveness.

Limitations

  • Articles can currently have only one Collector associated with them.
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