EstrelaBet GenAI chatbot resolves 64% of queries autonomously, cutting wait times and boosting satisfaction to 90%.
Brazilian gaming giant EstrelaBet has transformed its customer service by integrating GenAI into its chatbot, Estela. This move has automated 64% of customer interactions, reducing wait times from 16 to just 3 minutes. Estela now handles complex player questions in natural language and even interprets audio messages. Reflecting a major shift from script-based bots to dynamic, human-like support.
The GenAI system allows fluid, multi-topic dialogues without preset paths. It detects transactional errors, performs identity verification via CPF, and understands player emotions. Then it forwards sensitive or emotionally charged issues to human agents when needed. This ensures personalized attention while preserving full chat history for context continuity.
Developed with BLIP and Haaify, the solution rolled out in three phases—from basic automation to full GenAI-driven open conversation capability. Careful prompt engineering shaped Estela’s tone to align with EstrelaBet’s brand, enhancing trust and player connection. More than 70% of users now prefer voice messaging, which the AI can accurately process and respond to in real time.
Results show a 20-point rise in bot retention to 64%, response accuracy of 94%, and a player satisfaction score climbing from 85% to 90% within two months. Estela’s success earned EstrelaBet two major customer service awards, setting a new benchmark in Brazil’s online betting sector for intelligent, scalable, and empathetic AI use.
