Scaling player support usually means hiring more people, adding new complex tools, and increasing costs. In this case study, we show how Freeway Games transformed a one-person email support setup into a fast, scalable, AI-powered operation without new hires, a help desk, or rising expenses.

Client

Freeway Games — a developer of hyper-casual and hybrid-casual mobile games.

Starting Point

Player support was handled via email by a single support manager, so project growth was already stretching response times and visibility.

What the Client Needed

The Freeway Games team was focused on growing their projects and didn’t have time to select, set up, and maintain complex support tools. At the same time, response quality was critical, so they needed a solution that was easy to manage, flexible, and reliable.

In short, Freeway Games needed a support system that:

• Let’s them define response requirements and update them quickly whenever necessary

• Delivers fast, smooth support for players

• Provides clear, structured data for developers

• Handles growing ticket volumes without delays

• Keeps costs low with no new hires, no help desk: continues to work via email to avoid extra expenses

• Is easy to maintain

In short: more speed, more control, zero overhead.

Additional Challenges

• All project knowledge lived inside email threads, not a knowledge base

• The solution had to work across multiple games with no extra setup or cost

• Any automation had to be accurate, safe, and brand-aligned

Solution

We built a custom AI support agent from scratch, tailored specifically to Freeway Games. Instead of using a limited off-the-shelf tool, we designed an AI that fully matches the client’s workflows, tone of voice, and business rules.

For more flexibility, we designed the AI to work in two modes:

• Agent Assist — supports a human agent when more control is needed

• Autonomous Mode — fully handles support during off-hours

We transformed existing email conversations into a structured knowledge base, allowing the AI to give accurate, consistent answers based only on verified data. As a result, the agent strictly follows escalation rules, never invents answers, and never goes off-script. It also correctly identifies which game a player is contacting about, even across multiple projects.

To protect player experience, we added:

• Real-time alerts for new or critical issues

• Emotion detection, so sensitive cases are handled with extra care

For developers, the AI delivers clear insights:

• Daily reports on ticket volume and issue categories

• Feedback analysis highlighting top concerns and unique player opinions

We also took the solution maintenance off the client’s hands all together – we take care of the AI agent ourselves and improve it when necessary.

Results

The custom AI agent met every goal set by the client.

Support still runs via email, but managers no longer need to live in the inbox. A simple dashboard shows performance, conversations, and system health at a glance.

The Outcome

With Ansvery’s help, what started as a one-person email setup is now a fast, scalable, AI-powered support operation built to grow with player demand while keeping costs minimal.