Riot Games deployed Blitzcrank Bot, an automated ticket-handling system for its Player Support operation, which classifies incoming support tickets and provides automated responses — particularly for account recovery requests — allowing players to opt out and request a human agent.

Blitzcrank Bot was built using a classification system that reads Zendesk ticket data to identify the type of support request and match it to an automated response flow. At launch, it could identify 52% of account recovery tickets with approximately 93% accuracy. The system is designed to be transparent: it identifies itself as a bot and includes a prominent option for players to escalate to a human agent. Riot's support team handles approximately 3 million annual tickets, with the bot solving routine requests in under 30 seconds.