Jackpots.ch at a glance


The customer

Jackpots.ch is Grand Casino Baden's digital branch and the first ever online casino in Switzerland.


The market

Small country, many languages: German, English, Italian, and French.


The support team

11 employees — before and after automation.


The channels

Jackpots.ch offers customer support via email and live chat.


The situation

When the pandemic hit, they needed a way to scale their customer support across 4 different languages.


The solution

Multilingual chat automation with the help of a virtual agent.

Getting started with Ultimate

After setting up their support with just email, Customer Service Manager Urs Klingler and his  team began thinking about adding live chat as a channel. But they simply didn’t have enough agents to staff it. Then, when Covid hit, volumes rose dramatically, and keeping up with emails and live chat requests was proving impossible for the agents. So Jackpots.ch took the leap to chat automation with Ultimate. Thanks to the seamless, 1-click Zendesk integration, they were able to adapt quickly to a sudden surge in volumes without extra staffing. 

"Chat automation led to better, faster support, and even more options for customers to self-serve."

Urs Klingler
Customer Service Manager, Jackpots.ch

Support 24/7
Languages 4
Chats deflected 45%

AI use case spotlight: account verification

  • Unblocking an account: Jackpot.ch’s virtual agent instantly helps customers whose accounts have been blocked figure why, then walks them through the necessary steps to unlock the account.

  • Verifying an account: In this flow, the virtual agent collects any relevant information necessary to verify a customer, reducing waiting and handle times.

AI use case spotlight: managing a sudden volume surge

  • 45% of chat requests are deflected by the virtual agent.

  • The virtual agent understands 88% of incoming chat requests with high confidence.

  • This is great news for handle times and customer CX because it means that simple requests are quickly resolved and the virtual agent can understand with a very high level of precision what customers are asking for, minimizing friction and frustration.

The success story


Headcount stability

Automation saved Jackpots from having to triple the size of their customer support team.



Jackpots can serve customers in all 4 major languages spoken by their customers in the Swiss market and beyond.


Quick and easy setup

Getting started was much easier than expected, and Jackpots had their bot up and running in only a few weeks.


Native integration with Zendesk

Jackpots was able to seamlessly integrate their Zendesk CRM platform with just one click.

Ready to make your support more efficient?