Atlas Earth: Achieving higher CSAT & efficiency with Helpshift

In less than 2 weeks, Atlas Reality deployed an AI-First Concierge Experience that delivers 22% Higher CSAT and higher efficiency.

Atlas Reality is a mobile gaming company creating experiences that bridge digital worlds with reality. With their flagship title; ATLAS: EARTH, players can collect real-world places they visit, build their own map, and earn cashback from the places they own. Players can then exchange their virtual earnings for real-world rewards, including cash through PayPal or Venmo and a variety of gift cards.

To assist in their expanding operations, Helpshift was tasked with improving their player support capabilities through the Care AI agent.

Every support interaction is an opportunity to strengthen our relationship with a player, protect their experience, and create meaningful moments of engagement and delight... We needed a support strategy that went beyond simply resolving tickets and could deliver on that opportunity at scale.

Elizabeth Cattell

VP of Marketing, Atlas Reality

The Brief

✦ Expanding AI across the business: As Atlas Reality explored opportunities to incorporate AI across the company, customer support emerged as a natural area to drive meaningful impact through automation and smarter workflows.

✦ Elevating support performance: The team was looking for new ways to improve key support metrics, increase efficiency, and give players faster, more consistent experiences as the business continued to grow.

✦ Building an in-house support operation: Atlas Reality was transitioning to a U.S.based, in-house support team, creating an opportunity to rethink processes, tools, and workflows around a more scalable operating model.

✦ Scaling for the next stage of growth: With a growing player base and expanding global presence, Atlas Reality needed a support platform that could increase capacity without requiring support headcount to grow at the same pace.

Helpshift's Solution

To fill the gap and elevate support quality, Atlas Reality transitioned to an AI-first “Ask me Anything” multilingual support AI agent, alongside a few experts human agents for escalations, which they were able to independently configure in under two weeks.

Affectionately named 'Derek', their Care AI agent answers players’ questions, resolves common support issues, collects required details, follows approved support procedures, provides accurate account guidance, and escalates cases requiring agent review across a broad range of intents covering Subscriptions, Missing rewards, Account Access, Safety & Enforcement, Technical Issues, Redeeming/cashout, and gameplay.

The Results

95% AI Involvement Rate in just a few weeks

32% AI Resolution Rate

22% Increase CSAT (3.5 to 4.4)

50% Decrease in DSAT

With Care AI already resolving a significant share of issues, Atlas Reality is exploring API integrations to enable Derek to complete specific actions directly, unlocking the next level of AI resolution.

Finding a solution that improves both operational efficiency and player satisfaction is rare, but Care AI has delivered on both fronts. It’s exciting to see how far AI has come and what it can now make possible for the player experience.

Elizabeth Cattell

VP of Marketing, Atlas Reality

Learn more

Click the link below to find out more about Helpshift's end-to-end offer, or talk to our team about any of your upcoming projects to see how we can help.