Interview with David Sachs from Tomobox
SiGMA catches up with David Sachs, CEO of Tomobox
What does your product do and how does it help gaming platforms?
Leading iGaming platforms such as Live Dealer and MMORPGs feature in-game chats. We use our cloud-based Artificial Intelligence platform to understand the player chats, in real-time. What players like or dislike and then help the platform owner provide instant customer support. It only takes a very simple integration to onboard a new gaming operator onto our platform using a simple to use API. As we all know, keeping players happy is vital to retaining them on your platform, especially today where every player has multiple choices at a click of a thumb.
How did you come up with the idea of your company?
My co-founder Baruchi is a data scientist and a gamer. He’s a big fan of Twitch, the game live streaming platform. It’s all about the chatting that goes on throughout the games. Because Baruchi and I love people interactions, we were intrigued as to what value we can provide sifting through all the in-game chats. We thought that people provide meaningful information when they chat, because it’s so social. After some initial research, it came as no surprise that there is valuable cognitive data as people express themselves on in-game messaging platforms.
Can you tell us a what is your value proposition to online gaming operators?
Gaming operators spend hundreds of Euro to acquire a single player. With so many choices, today all it takes to lose a player is poor customer experience, especially when a player doesn’t get paid or has service issues. We’ve found out that you have 10-15 seconds to respond to an unhappy player on your platform or you will lose them forever. Using our platform to understand what players are saying while playing, in any language, we’re seeing a 50% improvement in “time to resolution and an 35% extension of life time player value (LTV). This has huge value for any gaming operator.
What kind of companies do you work with?
We currently work with Live Dealer providers with in-game chat capabilities and moving on to additional iGaming platforms. Tomobox delivers an end-to-end solution for the gaming provider CSRs (Customer Support Representative). We can identify instantly when players complain about technical issues, payments issues and shoot down any abusive languages which impairs the player experience.
What is the main thing that you’d like SiGMA readers to know about your company?
We’re a team that is very much customer oriented and although we love to play technology geeks, all the great ideas on our platform came from our…customers.
Are there any exciting plans in the works that you can tell us about? How do you see Tomobox used in the future?
Oh sure! We’re super excited to announce that we will be launching our “virtual assistant”, an AI based persona that will advise a CSR on what’s the preferred answer in a specific customer situation, so even the most unexperienced CSRs will be able to provide the correct answer at the right time. We call it “Augmented Intelligence”, where AI augments humans.
What do you see as the biggest challenges ahead for your business in 2018?
If you’re not using Artificial intelligence to drive the customer journey you are already behind. We’re aiming to make Tomobox the de-facto standard for AI customer experience solution in the iGaming industry. That will include a launch into the MMORPG market and other verticals like Bingo as we make progress.
What were your experiences at SiGMA17?
We were fortunate to give a talk on how artificial intelligence is changing the customer experience in online gaming. We were also very much impressed with the multiple events taking place and the large variety of exhibitors. Overall, an awesome experience. Count us in for next year’s show as well!
|Relive the highlights from our last show and stay tuned for this year’s SiGMA. Watch out for what we’re branding as the ‘iGaming Village’ this year.||Are you an operator looking for top affiliates? Are you a top affiliate looking for a nice treat with like-minded affiliates playing at the same level?|
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