The challenge
Started in 2003 and still boasting over 1 million active users today, Second Life is considered the world’s longest running virtual community. The platform enables thousands of virtual experiences as well as a constant stream of ideas from users. This level of activity means large amounts of glitches and bugs that require attention, and lots of new feature requests from eager users. Unfortunately, Second Life simply could not scale to meet the demand, and the company was facing challenges with duplicate queries, missed feedback, delayed fixes and more – all of which was negatively impacting customer satisfaction. So, they reached out to Qurrent for help.
The solution
Qurrent’s AI engineers worked closely with the team at Second Life to evaluate the existing process. Shortly after, we built a custom AI agent solution with multiple AI agents working collaboratively to streamline and accelerate the workflow. The Qurrent OS assigns digital agents to review incoming bug reports and feature requests and also sift through an archive of 27k+ reports and requests received over the years. The AI agents identify duplicates and hands it off to another AI agent who generates a personalized response to the customer.
The result
As opposed to complaints, Second Life is now consistently receiving positive feedback from members of its community, gushing about the quick resolution time and the quality of customer care. Qurrent’s digital agents have not only streamlined bug fix workflows, they also have reduced the time and resources that Second Life was investing on the process and they’ve helped improve the overall quality experience and reliability of the platform.
About
Started in 2003 by Linden Lab, Second Life is a virtual world where people create and manage the lives of avatars who interact with each other in advanced social settings that include music clubs, roleplaying communities, virtual cinemas and more. In many ways Second Life could be considered the original metaverse, and today it boasts over 70 million registered users across 200 countries generating over $650M x year GDP entirely inside the platform.
