According to Mr. Duong The Vinh, CTO of game publisher Gamota at the recent Amazon Web Services (AWS) Cloud Day Vietnam 2025 event, with 12 years of development, Gamota has released more than 160 mobile games, serving more than 35 million players. The company provides comprehensive game publishing services, including marketing, localization, operations, hosting and payment.
And as the number of players expands across time zones and beyond the domestic scope, Gamota faces an increasing challenge in maintaining the quality of support through traditional channels, processing millions of transactions per day and meeting the increasing demand for personalized support.
In that context, after a period of research and study, Gamota introduced ECVBot, a chatbot applying generative AI technology (GenAI) to help revolutionize the quality of player support services.
According to Mr. Vinh, ECVBot was developed with AWS partner eCloudvalley and operated on the Amazon Bedrock service platform, providing smart support, flexible expansion, and 24/7 operation for players worldwide.
ECVBot integrates GenAI directly into Gamota's customer support process to address these current challenges. This chatbot automatically handles support requests (tickets), aggregates player information quickly, and provides 24/7 multilingual responses (using Claude 4 Sonet and Cohere, powered by Amazon Bedrock) to common questions such as account verification, payment history, mobile game event information, and technical troubleshooting.
Initial implementation results showed clear results: staff workload was reduced by 50%, customer summary generation time was under 30 seconds, and 90% of player questions were responded to within minutes.
“Our players are at the heart of our operations, and providing fast, accurate support is critical to maintaining engagement,” added Duong The Vinh. “ECVBot, a GenAI application on AWS, now enables near-instant 24/7 responses while relieving our support team of repetitive tasks. This technology improves service quality, allows our staff to focus on more personalized queries, and expands our ability to serve new markets while minimizing operating costs.”
The deployment of this chatbot continues to affirm Gamota's leading role in the game publishing industry in Vietnam, while also demonstrating how businesses can apply cloud computing and GenAI technology to improve operational efficiency, improve user experience, and promote digital transformation in the Southeast Asia region.
According to Gamota's CTO, GenAI is playing a very strong role in marketing, product development and player attraction. Anyone who has experience watching ads can see how powerful Facebook, YouTube or TikTok are when the AI models of the platforms are able to understand user preferences, understand user behavior and thereby convey product messages to target customers.
“Gamota is fortunate to be working with AWS and eCloudvalley to come up with an important solution like ECVBot, which specializes in customer care services and customer experience, and to deploy the solution in the fastest and best way,” Mr. Duong emphasized, adding: “Based on this success, Gamota plans to expand initiatives related to GenAI and cloud computing beyond the scope of customer service, towards areas such as player behavior analysis, experience personalization, marketing optimization and product development.”
Source: https://doanhnghiepvn.vn/chuyen-doi-so/doanh-nghiep-game-ung-dung-genai-xu-ly-hang-trieu-giao-dich-moi-ngay/20250925102211393
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