GAME gets automatic email reading

Computer games retailer GAME Group has implemented an automated inbound email reader to help its customer services team deal with a growing volume of web enquiries.

silicon.com Retail & Leisure

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The system, supplied by Numero, will manage all inbound email contact coming from the retailer's three sites: GAME, Gamestation and Gameplay. According to the supplier, the move is a reaction to the increased business GAME is doing over the internet.

The system is able to identify the meaning of each sentence in a customer's email and place it in context so that enquiries can be responded to using template answers or forwarded onto a human agent if needs be.

GAME Group head of customer services David McGreevy told silicon.com: "Email enquiries from customers are on the increase across all retailers and ours are a lot more used to things like online gaming and web chat, so they are very familiar with the form. In terms of productivity, it's a huge improvement and that will transfer into benefits for the customer."

The system will support 25 customer service agents and McGreevy expects to achieve a return on investment within two years.