Helpshift | Keywords Studios Limited

AI & Technology Products at Keywords

Helpshift is an AI-Native Player Engagement Platform designed to maximize Player Lifetime Value (LTV). We orchestrate and enable player engagement by uniquely integrating three foundational pillars - Technology enhances experience (native in-game) AI creates scale, and Human experts deliver strategic value. Trusted by the world’s leading gaming studios, Helpshift transforms player conversations into measurable business outcomes across four critical solutions: Support, Engagement, Trust & Safety, and Community.

By bridging the gap between efficiency and empathy, our platform enables studios to reduce operational costs, increase player satisfaction, protect brand reputation, and foster stronger community health - ensuring that every conversation, whether automated or human-assisted, contributes to long-term retention.

Services offered by this Studio

Helpshift delivers four core solutions, each tied to specific business outcomes:

Solution 1: Support

For gaming studios overwhelmed by rising support costs and player demands, Helpshift’s Support Solution delivers the perfect balance of efficiency and empathy. Unlike generic ticketing tools, we combine AI-native automation technology, specialized Care AI agents, and expert gaming human agents to resolve issues instantly in-game.

Three Pillars Applied to Support:

Tech: In-game SDK for seamless support
AI: Care AI for instant resolution, Language AI for native multilingual support, AI Copilot for agent productivity, Guard AI for monitoring and QA
Human: Elite gaming-specialist agents providing empathy and cultural sensitivity, 24/7 global coverage, flexible scaling for launches

Key Capabilities:

In-game support via native SDK (no app-switching required)
Intelligent ticket routing and prioritization
Automated issue classification and resolution (70%+ automation)
Seamless escalation to human agents for complex issues
Multi-language support via Language AI
Full conversation history and player context preservation

Outcomes: Reduce support costs, increase player satisfaction, and high automation driven by real issue resolution, not deflection.

Solution 2: Engagement (Powered by Engage AI)

For gaming companies seeking to maximize player lifetime value, Helpshift’s Engagement Solution transforms reactive service into proactive revenue growth. Unlike traditional support models, we unite proactive orchestration, Engage AI agent, and VIP specialists to identify, retain, and upsell high-value players before they churn.

Three Pillars Applied to Engagement:

Tech: User Hub for segmentation, Push Notifications, Direct-to-Consumer solutions
AI: Engage AI predicts churn risk and identifies upsell opportunities using NLP across support data, engagement activity, and player attributes
Human: Dedicated VIP Account Managers providing white-glove concierge service, proactive outreach, and loyalty programs

Key Capabilities:

Player segmentation based on behavior, spend history, and engagement level
Proactive outreach triggered by player behavior signals
Personalized in-game messaging and push notifications
Zero-delay campaign launches directly from within Helpshift
VIP player management with dedicated specialists
Player analytics dashboard with real-time insights

Outcomes: Reduce churn, increase Player LTV, grow revenue

Solution 3: Trust & Safety

For online games facing toxic behavior and regulatory scrutiny, Helpshift’s Trust & Safety Solution provides a comprehensive shield for your community and brand. We leverage best-in-class partner technology for automated moderation and age verification, combined with expert human teams for nuanced moderation and critical real-life threat management.

Three Pillars Applied to Trust & Safety:

Tech: Partner technology for automated moderation, age verification, and toxicity detection filters
AI: Guard AI monitoring and QA for AI/human interactions
Human: Superhero Moderators for nuanced content review; Threat Analysts managing real-life threats, complex escalations, and law enforcement coordination

Key Capabilities:

Real-time toxicity detection across text, voice, and image content
Content moderation — 24/7, multilingual, cross-platform
Cheating and fraud detection
Real-life threat detection and law enforcement escalation (FBI, Interpol coordination)
Appeal management workflows
Regulatory compliance (COPPA, GDPR, EU DSA, UK Online Safety Act)
Moderator wellbeing and resilience programs
Discord-specific moderation expertise

Outcomes: Compliance, brand protection, player safety

Solution 4: Community

For studios seeking to transform players into loyal fans, Helpshift’s Community Solution fosters thriving, self-sustaining ecosystems. We offer a unified strategy combining community platform technology, AI-driven sentiment analysis, and expert human community management.

Three Pillars Applied to Community:

Tech and AI: Community AI analyzes sentiment trends across Discord, Steam Reviews, App Store reviews, and social platforms
Human: Expert Community Managers creating culture-shaping campaigns and engaging directly with fans

Key Capabilities: