How Fanatics Betting and Gaming built a multi-agent customer support system | Amazon Web Services
Fanatics Betting and Gaming (FBG) built a multi-agent customer support system on AWS to solve a challenge unique to sports betting. Customers expect instant, accurate answers, especially during live events when every minute counts. Customers ask about account issues, deposit limits, state-specific regulations, and responsible gaming resources. The rules vary across every jurisdiction where an operator is licensed. Traditional chatbot solutions built on decision trees struggle with this complexity, often frustrating customers and driving up costs as human agent queues grow.
Fanatics Betting and Gaming (FBG) is a sports betting platform that combines advanced technology with deep sports expertise. As part of the Fanatics family of brands, FBG operates across multiple U.S. states, serving a rapidly growing user base that demands around the clock support, particularly during high-traffic events like NFL playoffs and the Super Bowl.
Facing exponential growth in support volume, FBG’s engineering team built a multi-agent AI system...
Copyright of this story solely belongs to amazon.com. To see the full text click HERE
