Lottoland Breaks Language Barriers with AI-Powered Service
Background
Lottoland is a world leading lotto and gaming operator serving serving over 21 million customers across 15 international markets.
Their multilingual customer base requires consistent, round-the-clock support, but reliance on native-speaking agents created bottlenecks, higher costs, and longer handling times. Non-English queries had to be routed manually, limiting service availability outside business hours.
Goals
Lottoland aimed to transform support with 24/7 multilingual self-service, improving responsiveness, and reducing agent depency.
Focus was on enabling smart escalation, boosting agent productivity, and allowing them to focus on complex issues.
- Self‑Service: Deliver multilingual assistance with seamless escalation routes
- Agent Support: Provide agents real‑time suggestions and contextual knowledge
- Intent Detection: Identify user intent and sentiment for personalised experiences
- Faster Resolution: Improve resolution through automated information collection
- Cost Efficiency: Reduce operational costs by automating high‑volume enquiries
Solution
Boxfusion and Lottoland developed “Otto”, a Gen-AI Oracle chatbot integrated within Oracle Service, Agent Live Chat, and Incident Translation
Otto draws on multiple sources to unify knowledge, workflows, and triage, delivering accurate, multilingual customer support.
- Multilingual Triage: Automatically detected language and responded instantly
- Smart Escalation: Collects incident data before escalating the case to an agent
- Unified Knowledge: Consolidated FAQs and SOPs into one knowledge hub
- Agent Assist: Delivered AI‑guided recommendations to live agents
- Service Consistency: Unified service experience across all support channels
Results
The AI-enabled service model delivered significant operational, experiential & productivity gains.
With faster resolution times, higher first contact fix rates, and lower service costs, Lottoland now operates a scalable, globally consistent support model capable of serving customers 24/7.
- Achieved 38% query deflection with AI-generated responses
- Improved first contact resolution and customer experience
- Multilingual routing bottlenecks removed with auto-triage
- Enhanced agent productivity with AI-Assistance & Guidance
- Reduced handling times & workload with self-service
- Delivered 24/7 support across all global markets
Won Oracle Service and Field Service Excellence Award 2026
Technologies
- Oracle Service
- Oracle Digital Assistant
- Oracle Generative AI (OCI GenAI)
- OCI Language
- Confluence Knowledge Integration
Learn More
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We deliver user‑centric AI solutions designed to solve real‑world challenges giving you confidence that your investment will drive measurable results and help you achieve your business objectives.