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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.

Qurrent’s AI engineers worked closely with the team at Second Life to evaluate the existing process. Shortly after, we built a custom AI agent solution with multiple AI agents working collaboratively to streamline and accelerate the workflow. The Qurrent OS assigns AI agents to review incoming bug reports and feature requests and also sift through an archive of 27k+ reports and requests received over the years. The AI agents identify duplicates and hands it off to another AI agent who generates a personalized response to the customer.

RESULTS

Community satisfaction is off the charts.

As opposed to complaints, Second Life is now consistently receiving positive feedback from members of its community, gushing about the quick resolution time and the quality of customer care. Qurrent’s AI agents have not only streamlined bug fix workflows, they also have reduced the time and resources that Second Life was investing on the process and they’ve helped improve the overall quality experience and reliability of the platform.

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.

Second Life

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Tony Ko

Founding Member, SVP Customer & GTM

For over two decades, Tony has been driven by a vision to transform businesses through the power of technology. A seasoned leader with a deep understanding of data, product, and AI, Tony has consistently
sought out opportunities to apply emerging technologies to solve complex, real-world problems. Prior to joining Qurrent, as the Global Managing Director of AI at Slalom, he spearheaded the development
of the company’s global AI practice, building and leading high-performing professional services teams that delivered impactful AI solutions to enterprise clients worldwide. As SVP of Customer & GTM at Qurrent, Tony continues to champion the transformative potential of AI, empowering businesses to thrive in an increasingly competitive landscape.

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August Rosedale

CTO & Co-Founder

August has been building with AI since 2020, working with large language models and training image models from the ground up. While in college, he founded Mirage Gallery, one of the first generative AI-native art platforms, which gained widespread recognition and a thriving collector base. A lifelong entrepreneur with a Mechanical Engineering degree from Santa Clara University, he filed his first patent in high school and has always focused on real-world applications of emerging technology. As the CTO and Co-Founder at Qurrent, he leads all engineering and technology development, driving innovation in AI-driven automation systems.

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Colin Wiel

CEO & Co-Founder

Colin is a seasoned entrepreneur who has been working deeply with AI since the 1990’s. Colin’s previous ventures include Mynd, a tech-enabled platform for single-family rental investments named the fastest growing Bay Area company in 2020, and Waypoint Homes, which raised over $3.5 billion and managed 17,000 homes before going public on the NYSE in 2014. Recognized for his innovations in AI, Colin holds multiple patents, earned a spot on Goldman Sachs’ Top 100 Most Innovative Entrepreneurs, and was named Ernst & Young Entrepreneur of the Year.

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