How Critical Force cut ticket volume by 61% with AI-driven multilingual support

The challenge

The support team at Critical Force wanted to improve how they handled multilingual player support. Tickets in English were straightforward, but cases in other languages required more effort and time to resolve because the tools they were using weren't built for today's needs. With limited resources, a high volume of tickets became difficult to deflect, response times stretched, and free-to-play players sometimes had to wait up to a week for a reply. This forced the team to prioritize which issues to respond to first, leaving some players waiting longer than expected.

The solution

Critical Force partnered with Theymes to modernize their entire player support approach. They implemented Theymes Unity SDK across Android and iOS, giving players direct in-game access with latest AI driven features. New Insights helped the team see performance metrics in real time, giving them a clear view of what was happening in player support without relying on external tools. Problem tracking became more transparent, and deflection improved as players could find answers faster, reducing the ticket load.

"Implementing Theymes has been a game-changer for us. The AI-assisted tools handle the heavy lifting, letting the platform manage routine player issues and allowing us to focus on more complex cases. This helps us prioritize and provide better support for our players. For a global game like ours, with large playerbases in non-English-speaking regions, the automatic translation has been the biggest improvement, making communication faster and easier for everyone."

Sakari Lauronen, Player Experience & Community Specialist

Breaking point

The old system was showing its limits. Automation gaps left the support team handling a flood of routine tickets, while maintaining and updating content took more time than it should. Multilingual support added extra friction, slowing down responses and forcing difficult prioritization choices. Critical Force needed a modern, gaming-focused alternative that could improve deflection, simplify maintenance, and give the team better tools to work with. That’s when they turned to Theymes.

Key innovations

Multilingual support made simple

Critical Force is now using Theymes multilingual solution to offer support in multiple languages while creating and maintaining content only in English. The platform automatically handles translations out of the box, so their team no longer has to manage separate versions of articles or tickets for each language.

AI copilot for smarter workflows

The AI copilot for automated field population and ticket tagging has become a key time-saver, ensuring every request is categorized and routed correctly without manual work. This has made their support faster, more accurate, and easier to manage, even with a global player base.

How is to work with Theymes?

Implementing Theymes has been a game-changer for us. The AI-assisted tools handle the heavy lifting, letting the platform manage routine player issues and allowing us to focus on more complex cases. This helps us prioritize and provide better support for our players. For a global game like ours, with large playerbases in non-English-speaking regions, the automatic translation has been the biggest improvement, making communication faster and easier for everyone.

This is reflected clearly in our metrics: We can provide better support with fewer resources and free the team to focus on other tasks. The platform's insights also help us identify and address gaps without relying on manual work, which has significantly impacted our workflow as a small developer team. On top of that, the Theymes team has been exceptional, quickly implementing our feedback and providing support whenever we've needed it.

Results

The integration of AI-driven automation and real-time analytics has created a faster, more accurate, and more player-friendly support experience. Since moving to Theymes, Critical Force has reduced ticket volume by more than 60%, with AI handling most of the heavy lifting.

CSAT has also risen by 15%, reflecting a happier and more satisfied player base. Common issues are resolved instantly, while agents have more time to dedicate to complex player needs. The end result is a support system that matches the pace and intensity of a competitive mobile FPS.