How BLZ Bet Cut Support Tickets by 35% With Ordemio AI Support Agent

TL;DR
An online casino support team at BLZ Bet was drowning in repetitive chats every time promotions went live. After implementing the Ordemio AI support agent, they deflected 35.86% of inbound chats, cut first-response time from 00:45 to 00:33, and reduced staffing from 3 to 2 agents per shift while keeping AHT and SLAs stable. This case study shows how they turned peak-season chaos into calm without hiring more people.

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In the world of online gaming, peak season can feel like chaos.
When promotions hit, support queues flood instantly. The BLZ Bet team was no exception — agents juggled repetitive questions, first-response times stretched, and even the best performers couldn’t keep up.

Before Ordemio AI support agent: Endless Peaks, Limited Hands

Before launching Ordemio, the team handled nearly 8,000 chats per month. Most were simple but time-consuming: password resets, account status checks, bonus terms.

With only three frontline agents, every spike risked breaching SLAs.

Despite internal optimizations, FRT stayed around 45 seconds, and average handling time hovered above seven minutes. Hiring more people wasn’t sustainable.

Why This Online Casino Chose Ordemio AI support agent Over Other Bots

After testing basic chatbots and reviewing in-house options, the Casino team chose Ordemio AI support agent for one reason — speed and adaptability.

The Ordemio AI support agent was set up in less than two weeks, guided directly by the support and product leads. It was tuned to their tone and workflows, not forced into a generic template.

“We needed something that fit our real workflow, not a black box. Ordemio’s team adjusted everything to our specs within days.” _{Support Lead, BLZ Bet.}

The Turning Point: What Happened on “A Day Without AI”?

The team decided to run a one-day experiment — disabling Ordemio during normal operations. Within hours, queues tripled. Routine questions resurfaced. FRT climbed, and agents were buried again. That day became the proof no spreadsheet could show: AI had quietly become an essential teammate.

Results: 35.86% Deflection and Stable SLAs at Peak

• Deflection Rate: 35.86% of inbound chats resolved by Ordemio AI support agent
• FRT: ↓ from 00:45 → 00:33
• Team Size: ↓ from 3 to 2 agents per shift, similar volume handled
• AHT: Stable at ~7 minutes
• SLA: Consistently met, even during campaigns

Beyond metrics, the change was cultural — agents stopped firefighting and started improving processes.

“Instead of rushing replies, we now focus on better answers and internal training”

BLZ Bet's Support Lead shared.

Key Takeaway: Calm Is a Metric Too

AI support isn’t only about cost savings — it’s about stability.

When Ordemio absorbs repetitive load, teams gain headspace.

This Casino’s case shows that calm operations can coexist with growth — and sometimes, that’s the most strategic KPI of all.

FAQs

How did Ordemio AI support agent reduce ticket volume for this online casino?
By handling repetitive queries — like password resets, account status checks, and bonus terms — with an AI support agent, Ordemio AI support agent deflected 35.86% of inbound chats and freed human agents to focus on higher-value issues.

Which support metrics improved after implementing Ordemio?
Time to first response dropped from 00:45 to 00:33, SLAs stayed stable even during campaigns, and the team could manage similar monthly volume with 2 agents per shift instead of 3, while keeping AHT around seven minutes.

How long did it take to get value from Ordemio AI support agent?
The team had Ordemio up and running in under two weeks, with workflows and tone adjusted to their support process — not the other way around.

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Ready to test Ordemio under pressure?
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