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Agentic AI customer experience: Smarter redemptions, stronger loyalty.

For the largest global gaming and entertainment platform

“A simple gift redemption became a gamer’s worst nightmare – endless clicks, zero joy.”

– A gamer during peak holiday season

When a leading global gaming and entertainment platform faced soaring support volumes and mounting customer frustration around gift card redemptions during peak seasons, Movate’s Agentic AI solution delivered transformational impact:

%
Reduction in CPI
%
Faster average handling time
Hrs
Saved for agents per months
%
Improved autonomous resolution rate from 6%
$K
Estimated yearly saving

Business problem

Every failed redemption is a missed moment to reinforce loyalty, trust, and brand promise.
In today’s digital economy, seamless redemption is no longer a nice-to-have – it’s a critical loyalty moment. For digital-native consumers, a failed redemption is not just a technical issue; it’s a broken promise that damages trust. Across industries, manual verification, fragmented systems, and slow support workflows turn moments of celebration into frustration, driving abandonment, lowering satisfaction, and putting brand loyalty at risk when it matters most.

Customer challenge

Our client, largest global gaming and entertainment platform, operates across gaming consoles, digital services, and gift card programs. During the holiday season, gift card redemptions requests max out every support queue and is the biggest challenge support teams face. Key issues included:

  • Manual, fragmented validation of damaged gift cards and proof of purchase
  • Juggling of CRM systems, token management platforms, and customer-facing channels by support teams.
  • Inability to recognize and process incomplete or distorted visual data

The client needed a swift, agile solution to handle the incoming wave of redemptions and continue offering elevated experiences that align with their brand and product experience.

Movate’s AI solution

Movate delivered a self-aware, action-oriented redemption engine with full-stack intelligent transformation, seamlessly fusing AI, automation, and empathetic design to create a solution that reimagined redemption journeys with precision, speed, and human-centric intelligence.

  • Conversational AI with Contextual Awareness: Intelligent chatbots captured user intent, token images, and adapted workflows dynamically in real time.
  • AI Vision and Cognitive Services: Computer Vision autonomously extracted serial numbers, validated authenticity, and detected fraud from user-submitted images.
  • PI-Orchestrated Automation: Seamless API integration across CRM and token systems enabled instant validation, eligibility checks, reissuance, and notifications without human intervention.
  • Intelligent Scenario Routing: The solution instantly distinguished between “already redeemed” and “damaged code” cases, optimizing resolution paths to reduce wait times and effort.

The Movate AI differentiator

Movate’s Agentic AI transformed redemptions from friction points into trust-building, loyalty-driven moments. It didn’t just automate—it perceived, reasoned, acted, and continuously improved. By anticipating intent, acting with empathy, and resolving issues autonomously, it freed up agents to focus on high-impact cases. This strategic shift elevated customer experience beyond metrics, enabled seamless scalability during 2–3x peak loads without proportional staffing, and reaffirmed customer loyalty by turning moments of redemption into moments of renewed brand connection.

Movate’s AI solution

Movate engineered a cohesive, Agentic AI-driven solution that seamlessly spanned three of the client’s key lines of business. At its core was a universal conversational chatbot interface that consolidated all redemption-related requests – streamlining interactions across LOBs into a single, intuitive experience.

To accelerate resolution and reduce customer effort, the solution was tightly integrated with Movate’s intelligent routing engine, which automatically initiated L2/L3 call flows when required. Most queries, however, were resolved instantly through the Agentic AI-led smart deflection, significantly minimizing transfers, lowering wait times, and enhancing responsiveness and customer purpose.

To address a growing issue of card misuse and tampering, the team augmented the solution with Microsoft Azure AI capabilities – including Computer Vision and Cognitive Services. This empowered systems to detect card damage, validate redemption codes, and intelligently interpret diverse card formats, eliminating fraud and seamless code processing in real time.

The Movate AI differentiator

Movate AI designed this Agentic AI solution to process consumer intent, act with context, anticipate customer needs, and drive resolutions with precision – all while preserving empathy and human touch through every interaction.

With deep domain expertise, rapid deployment accelerators, and enterprise-grade integrations like Azure AI and Cognitive Services, Movate AI empowered this Big Tech business to transform support into a strategic differentiator – delivering faster, smarter, and more empathetic experiences at scale.

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