Scaling Customer Experience using Generative AI Chatbot for Major Manufacturing Company
Business Problem/ Scope of Work
Goal: Expand Scratch Ticket sales by allowing all retailers, including smaller, independent stores, to sell them via lottery Terminals.
The Client, the global leader in gaming, delivers entertaining and responsible gaming experiences for players across all channels and regulated segments, from Lotteries and Gaming Machines to Sports Betting and Digital. Leveraging a wealth of compelling content, substantial investment in innovation, player insights, operational expertise, and leading-edge technology, our solutions deliver unrivaled gaming experiences that engage players and drive growth.
The business problem addressed in this case study is the limited availability of Scratch Tickets to customers due to the current restriction of sales to only retailers who have lottery Terminals. This limitation means that not all retailers, including smaller, independent stores, can sell Scratch Tickets, which in turn limits the number of customers who have access to them.
Additionally, when a Scratch Ticket pack is activated, all the tickets in the pack are ready for sale/validation, which can lead to overstocking and wasted resources. The goal of this case study is to explore how to expand the availability of Scratch Tickets to customers by enabling 3rd party retailers to sell them, and to address the problem of overstocking by providing a new activation and validation process.
Business Solution
The proposed business solution for this case study is to implement a software solution that allows retailers, including those without Gaming Company Terminals, to activate Scratch Tickets individually at the time of sale. This software solution would be integrated with the retailers' own point of sale devices, allowing them to activate and validate Scratch Tickets as they are sold to customers.
This solution would greatly expand the availability of Scratch Tickets to customers by enabling 3rd party retailers to sell them, which in turn would increase revenue for the gaming company. Additionally, by activating and validating Scratch Tickets at the time of sale, the company would be able to avoid overstocking, reducing wasted resources and increasing efficiency. This solution would help to increase the revenue and reach of the company.
Technical Solution
The proposed technical solution for this case study is to make changes to the lottery solution architecture to implement the new feature of individual Scratch Ticket activation at the point of sale. The changes will be made to the following components:
Retailer Services Module: A new Terminal and Teller Inventory privilege bits will be added to allow for In-Lane Transaction.
IPS Module: Two new pack statuses will be added to the Scratch Game Inventory API functions to support in-lane transaction. A new module will also be added to support the new Ticket by Ticket Activation concept.
POA/CAP Module: These modules will be updated to include proper validation responses when packs with tickets that are not in the activated status are attempted to be cashed.
Reporting Module: The BI/LSP report modules will be updated to include In-Lane transaction transition statuses in various Retailer Inventory reports and Promo reports.
API Calls: New API calls will be included to allow for the following instant transactions via ARC tool: Instant In-Lane Order Confirmation, Instant In-Lane Pack Activation, and Instant In-Lane Ticket Activation.
Technologies/ Skills Used
Pronix Inc. utilized several advanced technologies to create a comprehensive solution for a client. JIRA, X-Ray, and D2J Integrator were used to streamline project management and testing processes.
The solution also leveraged the capabilities of AEM (Adobe Experience Manager) to deliver personalized content and engage customers across all channels. HP QTP (Quick Test Professional) was used to automate testing processes, and the ARC Tool Extension from Google was used for web accessibility testing.
G-Balance, Backup Utility Tool, and Clarity were utilized to ensure the stability, performance, and reliability of the system. Additionally, a Wiki was implemented to centralize knowledge and facilitate collaboration among team members.
The Pronix team's technical expertise and dedication to delivering a tailored solution using a combination of advanced technologies resulted in a successful outcome for the client. The use of these technologies helped to optimize project management, testing, content delivery, accessibility, stability, and knowledge management, ultimately enhancing the client's overall performance and customer satisfaction.
Customer Success Outcomes
Improved Efficiency: Pronix Inc. helped the major gaming and casino company to develop a new ticket activation system that automated the activation of gaming tickets by 40% reduction in manual efforts for ticket activation.
Faster Activation Time: The new ticket activation system allowed the company to activate gaming tickets more quickly, reducing the time required to activate tickets from minutes to seconds with 90% improvement in activation time.
Increased Data Accuracy: The new ticket activation system provided the company with more accurate and reliable data, reducing the likelihood of errors and discrepancies in ticket activation by 25% improvement in data accuracy for ticket activation.
Cost Savings: By implementing the new ticket activation system, the company was able to reduce its overall operational costs by 10%.
Improved Customer Satisfaction: The new ticket activation system allowed the company to provide its customers with faster and more reliable ticket activation, improving their overall customer satisfaction scored by 20%.
In conclusion, Pronix Inc.'s implementation of a ticket activation system for a major gaming and casino company was highly effective. The solution involved the use of advanced technologies, including .NET and SQL Server, to create a robust system that streamlined the ticket activation process.
The solution significantly reduced manual efforts and errors, improving the overall efficiency of the ticket activation process and enhancing the overall customer experience. Pronix worked closely with the gaming and casino company to ensure that the solution was tailored to their unique needs, resulting in a successful implementation.
Overall, the Pronix team's technical expertise and dedication to delivering a tailored solution that met the gaming and casino company's unique needs resulted in a successful outcome that positively impacted the business and its customers.
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