TECHNOLOGY CASE STUDY
Second Life
Linden Lab felt resource constrained to handle bug reports and feature requests in a timely manner. Now, a Qurrent AI workforce responds to customers immediately, while they also autonomously sift through 20+ years of backlog – and Second Life is receiving rave customer reviews about their responsive support.
CHALLENGE
Limited capacity to respond causes customer frustration.
Started in 2003 and still boasting over 1 million active users today, Second Life is considered the
world’s longest running virtual community. The platform enables thousands of virtual experiences
as well as a constant stream of ideas from users. This level of activity means large amounts of
glitches and bugs that require attention, and lots of new feature requests from eager users. Unfortunately, Second Life simply could not scale to meet
the demand, and the company was facing challenges with duplicate queries, missed feedback,
delayed fixes and more – all of which was negatively impacting customer satisfaction. So, they
reached out to Qurrent for help.
SOLUTION
Qurrent AI agents are deployed to autonomously manage the entire workflow.
RESULTS
Community satisfaction is off the charts.
CUSTOMER TESTIMONIAL
We receive an overwhelming amount of duplicate requests from users and identifying the duplicates has been a major challenge. Now, thanks to the Qurrent AI workforce, the requests are being managed and our customers feel heard. We couldn’t be happier - and more importantly – so is our community.
ANYA KANEVSKY
Senior VP, Product & Engineering
Second Life
Started in 2003 by Linden Lab, Second Life is a virtual world where people create and manage the lives of avatars who interact with each other in advanced social settings that include music clubs, roleplaying communities, virtual cinemas and more. In many ways Second Life could be considered the original metaverse, and today it boasts over 70 million registered users across 200 countries generating over $650M x year GDP entirely inside the platform.