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OPAP: 40% Workload Reduction in Store–HQ Communication with Jaggle Conversational AI

Enhancing Internal Communication with Conversational AI

  • Client Name:

    OPAP

  • Sector:

    Gaming and Betting

quote

For an organization of OPAP’s scale, with over 3.300 stores, reliable and efficient communication & support is a strategic necessity. Together with Comsys and the Jaggle platform, we automated repetitive queries, minimized delays, and achieved a significant workload reduction within the first trimester. Beyond the immediate effectiveness to operations, this collaboration has given OPAP the ability to scale, innovate, and provide a consistently higher level of support to employees and partners. The joint contribution of Comsys and Jaggle has been pivotal in strengthening our operations.

Theodoros Velanas

Supply Chain, Network Roll outs & Customer Service Director OPAP

40%

workload reduction within the first trimester

Significant

cost savings on support operations

Faster

more consistent response times

Overview and Objectives

Issues

  • Significant internal communication delays between OPAP store agents and HQ employees
  • Heavy call traffic and long queues at the OPAP contact center for simple queries
  • Inefficient handling of partner inquiries causing operational bottlenecks

Goals

  • Minimize communication delays to improve responsiveness
  • Provide efficient, autonomous communication support for store agents
  • Reduce workload on contact center employees and cut operational costs

Problem & Solution

Significant communication delays causing heavy call traffic and long queues at their contact center, leading to inefficient handling of simple queries from store agents. The solution was implementing a conversational AI model integrated into the OPAP app, which automated query handling, reduced communication delays, and enabled employees to manage dialogues independently, resulting in nearly 40% workload reduction in the first trimester.

Results & Metrics

OPAP successfully enhanced internal communication across its 5,500+ stores by implementing a Conversational AI solution via the Jaggle platform. This initiative led to measurable efficiency gains, workload reduction, and cost savings, all while empowering employees to manage and maintain the system internally.

Conclusion

  • Jaggle platform handled repetitive queries like internal communication delays between 5,500+ stores and HQ that created high call volumes and long response times
  • Architecture completed in just 15 days with seamless mobile app integration
  • 5-day training enabled OPAP personnel to manage dialogues autonomously without IT support
  • Measured Impact: 40% workload reduction within the first trimester
  • Significant cost savings on support operations
  • Faster, more consistent response times
  • Seamless Integration: Connected with existing systems like OTRS, Opapnet, and VLT platforms.