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List of CS Processes That Can Be Automated
In this day and age, it seems prudent to focus on methodologies that scale. Human reviews of most Customer Service (CS) claims are highly valued by players, but untenably expensive. Having interactive, wholesome CS experiences is not a sustainable tactic due to costs scaling with the interactions. I'm curious how many things can be automated out of the common set of problems CS face. Despite that I personally prefer human-powered CS experiences, the technical side of me is curious about the mechanics of automated CS and if a high percentage of all interactions can be automated.
- Can deleted or vendored items be returned through an online or in-game portal? Does taking receipt of these deduct the amount it could have been vendored for? What if the player is broke? What if their inventory is full? What if their mailbox is full? Is there a cooldown on item recovery, and how long should it be?
- Can players reset their in game position from an online web portal? Where should it reset to? How long of a cooldown should be on this knowing that if a player is in a place that disconnects them they have to be able to use this function or else they're unable to play, yet teleports of any kind could be quite exploitable. Can you set up the collection of each point where players are when they activate this, and then drill down into specifics or view a summary of the most activated places, such as in a heatmap of those points?
- How do players report exploits or hacks? (Specifically, exploits don't require third party programs, hacks do). Is there any way to trust a volume of reports to take instant action, or is that too abusable? Can you cluster players into "more or less trustworthiness" and weight each report?
- Bug & Suggestion Reports - Intake is easy enough, but the question is effectiveness of searching. If you have these stores of data, how do you export this data? Do you do any transformative tasks or just export everything and use Splunk https://www.splunk.com/en_us/big-data/splunk-for-big-data-analytics.html or something similar to get insights?
- If you have huge amounts of players, can each server start up heavier tasks when it's compute utilization is low? Can that be done with separate compute instances, or can you haphazardly insert something like Apache Spark into each server so your NOC can have authority/master nodes and the servers can act as slaves?
- How do you encourage 2FA to reduce the amount of hacked accounts? Hacked accounts are the #1 way gold sellers create hassle for players and game developers. A hacked account can advertise, reduce the account setup cost of the bad guys to 0, and can turn a customer into a non-customer which from a business perspective is disastrous. Gold farmers will also sell the account, then open up a ticket after they receive the funds to get their control back over the account so they have made a profit off an operation that cost them nothing - they've constructed a regenerative position and they will infinitely play that game as long as they can, even to the destruction of the host company, which is typically parasitic. All of which can be avoided almost entirely by 2FA. (*Note*: I'd recommend mandatory 2FA because it's such a huge issue, but I've seen a trend of highly incentivized in-game rewards which are so good you'd have to be crazy to turn them down instead. It's somewhat mandatory in that sense, but without the connotation or bad feeling that may go along with forced actions).
- Phone-In: One method that's growing nowadays is users with an account have to generate a PIN code to get access to a human on the phone. When calling in, they have to enter that PIN correctly or else they are not put through. This eliminates spam calls and ensures only non-belligerent customers get access as you can deny the PIN code to people who call to badger or social engineer customer service.
- Can specializations be created in CS subteams? For example, if players have to pre-categorize issues before submitting them, each category can have specialists that have low solve-times for player issues within those categories.
- Currency Real-Money Trading - Do item sale / trade values occur on a bell curve? Can you trigger investigations when items trade above 2 standard deviations above the norm? If there are reports of people setting up deals on third-party platforms like Discord, can a CS expert impersonate a player and entrap the RMT player? If so, is there an automated process to retroactively map out the RMT players previous trades/auctions to determine how far their tainted path of currency has gone?
- On detecting item or currency dupes, if a player escalates in net worth too quickly, are there processes that can lock their account until a human investigates?
- Meta problems - How rigid are disaster recovery procedures? What parts of the server failing will trigger data loss? If players discover an exploit that disrupts server operations and causes rollbacks, are there ways to ensure those rollbacks don't cause item or currency dupes?