The leading sports betting and gaming operator in Romania, offering customers pre-match and live sports betting, slots, virtual betting, and lottery offerings.
Based in Romania and growing quickly in Poland, Superbet has their sights set on expanding internationally, especially into Central European markets.
An in-house team trying to transform Superbet from a retail-first into a digital-first company.
Superbet offers 24/7, mulitlingual support to customers via chat.
After finding building their own bot time-consuming and inflexible, Superbet was looking for a more sophisticated solution that could speak Romanian fluently.
Chat automation with a native Zendesk integration and the ability to speak Romanian at native fluency.
Elena Husar
Customer Service Lead, Superbet
"We’re resolving customer issues faster than ever before and over 35% of requests are automated completely. Romanian is a complex language and Ultimate is the only AI provider we found that could support it at native fluency."
Customers get personalized, consistent experiences, agents can continue to work within Zendesk, and analytics are all easily accessible in Zendesk, with no data silos created.
Superbet is now able to provide 24/7 multilingual customer service across all the regions as they scale across regions, including Romania, Cyprus and Poland.
With iRina on board, Superbet can effortlessly provide round-the-clock support without having to hire additional agents.
iRina has slashed wait times, entirely automated almost 40% of all queries, and freed up agents to focus on more complex tasks.
