How Critical Force cut ticket volume by 61% with AI-driven multilingual support

Results

Since implementing Theymes, Critical Force has seen a major improvement in efficiency and player satisfaction:

Impact

With Theymes, Critical Force can now prioritize VIP and paying customers without sacrificing support quality for the rest of the player base. The AI-powered automation and insights have freed their team from repetitive tasks, allowing them to focus on the interactions that truly matter to their players.

Breaking point

The old system was showing its limits. Automation gaps left the support team handling a flood of routine tickets, while maintaining and updating content took more time than it should. Multilingual support added extra friction, slowing down responses and forcing difficult prioritization choices. Critical Force needed a modern, gaming-focused alternative that could improve deflection, simplify maintenance, and give the team better tools to work with. That’s when they turned to Theymes.

Key innovations

Multilingual support made simple

Critical Force is now using Theymes multilingual solution to offer support in multiple languages while creating and maintaining content only in English. The platform automatically handles translations out of the box, so their team no longer has to manage separate versions of articles or tickets for each language.

AI copilot for smarter workflows

The AI copilot for automated field population and ticket tagging has become a key time-saver, ensuring every request is categorized and routed correctly without manual work. This has made their support faster, more accurate, and easier to manage, even with a global player base.

How is to work with Theymes?

Implementing Theymes has been a game-changer for us. The AI-assisted tools handle the heavy lifting, letting the platform manage routine player issues and allowing us to focus on more complex cases. This helps us prioritize and provide better support for our players. For a global game like ours, with large playerbases in non-English-speaking regions, the automatic translation has been the biggest improvement, making communication faster and easier for everyone.

This is reflected clearly in our metrics: We can provide better support with fewer resources and free the team to focus on other tasks. The platform's insights also help us identify and address gaps without relying on manual work, which has significantly impacted our workflow as a small developer team. On top of that, the Theymes team has been exceptional, quickly implementing our feedback and providing support whenever we've needed it.

Results

The integration of AI-driven automation and real-time analytics has created a faster, more accurate, and more player-friendly support experience. Since moving to Theymes, Critical Force has reduced ticket volume by more than 60%, with AI handling most of the heavy lifting.

CSAT has also risen by 15%, reflecting a happier and more satisfied player base. Common issues are resolved instantly, while agents have more time to dedicate to complex player needs. The end result is a support system that matches the pace and intensity of a competitive mobile FPS.