Challenge: Second Life's community produces a constant stream of bug reports and feature requests. The team could not respond fast enough, and duplicate queries, missed feedback, and delayed fixes were wearing on customer satisfaction.
Solution: A Qurrent digital workforce reviews every incoming report and request, identifies duplicates, and drafts a personalized response to the customer, while a separate set of agents works through a 20-year archive of more than 27,000 items in parallel.
Results:
27,000+ reports and requests in the archive, now under active review
20+ years of data reviewed and considered in decision making
Immediate first response to incoming requests, where replies were once delayed
Duplicate reports flagged automatically before they reach the team
The challenge
Second Life launched in 2003 and is one of the longest-running virtual communities online, with more than a million active users (as well as 70 million registered users).
All that activity produces a steady flow of bug reports and feature requests. The volume outpaced what the team could handle, and duplicate queries, missed feedback, and slow fixes were starting to cost the company on customer satisfaction. Linden Lab brought in Qurrent to take the work on.
The solution
Qurrent's engineers worked with the Second Life team to map the existing process, then built a custom multi-agent workforce around it. The Qurrent OS assigns Digital Workers to review each incoming bug report and feature request and to work through the archive of more than 27,000 items collected over the years.
The Digital Worker reviews all incoming posts to the community boards to understand the context of the feature request or bug report.
It first deduplicates any requests and merges posts if multiple people are asking or talking about the same feature. Then, it looks through 20 years of product management logs and features to decide if this feature suggestion has been considered before.
From there, it responds to the user posts with a contextual response either explaining why something was deprioritized or if it's a net new suggestion it places it with all required context into the product teams GitHub backlog for consideration.
The result
Where the team used to field complaints, members now write in with positive feedback about how quickly issues get resolved and the quality of the support they receive. The digital workforce has taken the manual load off the bug-and-request process, freed up the time and people Second Life was spending on it, and made the platform more reliable for the community that depends on it.
About
Founded in 2003 by Linden Lab, Second Life is a virtual world where people build and run avatars that meet in detailed social spaces, from music clubs and roleplaying communities to virtual cinemas. It is arguably the original metaverse. Today it has more than 70 million registered users across 200 countries, and its in-platform economy generates over $650 million in GDP a year.
