Customer Spotlight 38 Major Video Game Company Gains Customer Insights

Company Profile

Major Video Game Company

Industry

Entertainment

Function

Product Management

Region

Global

Executive Summary

A major video game company faced a challenge in having a detailed understanding of customer experience for its video game products. While sales revenue and game reviews provided a high-level understanding of customer sentiments, they lacked a more granular view of customer feedback that could be used to help improve their games. To address this need, the Game Developer partnered with Aible to securely leverage GenAI in order to gain a highly detailed view of customer sentiment, allowing for data-driven, and continuous improvement of products.

Challenge

The product management team did not have an efficient method of synthesizing post-game release customer feedback, leading to:

What Are Gamers Saying?: There was no current way to find and aggregate customer sentiment. They wanted to know why people loved the games as much as they did and be able to dig much deeper into those who did not like them.

Helping or Hurting: With no continual monitoring of customer experience feedback for a game post-release, it was difficult to know what users were feeling or if they were experiencing troublesome bugs, especially after the Developer pushed out new game updates.

Solution

Within 8 days, the Gaming company was able to directly integrate the most up-to-date customer experience insights into game updates and future game development. By being able to query customer feedback and have it arranged meaningfully within seconds, the product management team has a powerful new way to understand and serve their customers better.

Accessing the Meaningful Details: The product management team now has access to an unbelievable level of customer experience insights that they can directly communicate with to ask questions like, “What do people who gave 5-star reviews for online FPS games have to say?”, or “What were the common issues cited by players with under 2 hours of playtime?”

Understanding the Now: They can now narrow down the bugs players are experiencing at a given moment, putting these game-critical insights right at the product management team's disposal, which helps find bugs faster and overall better addresses frustrations and finds areas for improvement.

Understanding Monetization Impacts: Every game has various forms of monetization from initial purchase through DLCs (Downloadable Content) and microtransactions. The customer reviews provided a much more granular understanding of how each form of monetization was perceived and allowed the team to correct situations with strong negative reactions.

Results

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Case Study

Fortune 500 Company, Customer Churn

Analyzed 2B+ rows to identify areas of customer churn and enabled a chat application that reviewed over 2.5M variable combinations to find and summarize meaningful patterns

Read Use Case