Helpshift

Helpshift is an AI-native player engagement platform for the gaming industry, designed to automate customer support and manage community interactions. Its architecture combines in-game support SDKs for mobile, PC, and web with an AI agentic resolution system that autonomously handles routine issues. The platform addresses high-volume inquiries using natural language conversational agents and pre-built dialogue templates for tasks like troubleshooting. For cross-platform functionality, it provides console handoff via QR codes and links, while integration with legacy ticketing software requires initial webhook mapping for connectivity. The platform is built for player support teams, community managers, and trust & safety specialists at game studios. In daily use, support agents utilize the AI Agent Copilot for assistance, while community managers leverage AI-driven detection for toxicity across in-game chat and Discord, applying policy enforcement workflows. VIP service teams can implement high-touch outreach using proactive engagement features like dynamic segmentation and in-game notifications to communicate with specific player cohorts, monitored through conversation analytics and sentiment tracking dashboards.