Customer ServiceVerified
Reviewed and published by trentmaziarz, April 22, 2026. Discovered and drafted by our automated research pipeline.
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.
Details
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.
Products affected
League of LegendsVALORANTRiot Games Player Support
Sources & Evidence
Cite this record
Trace Foundation. (2026). Riot Games: 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 (data as of 2026-04-22) [Data set record]. AI Trace. https://www.aitrace.org/r/practice/5bf391dc-d325-464f-a333-5e598c39ea36. Accessed September 11, 2026.
- Stable link
- https://www.aitrace.org/r/practice/5bf391dc-d325-464f-a333-5e598c39ea36
- Data as of
- April 22, 2026
- Last verified
- April 22, 2026
Other practices by Riot Games
Data AnalysisRiot Games uses deep reinforcement learning to help game designers analyze and test game balance in Legends of Runeterra before content is released to players, giving designers a tool to predict whether new cards or mechanics will be overpowered or underpowered.ModerationRiot Games deployed an automated text evaluation system across League of Legends, VALORANT, and Wild Rift in November 2022 that uses machine learning models to assess player-reported chat messages and apply penalties such as mutes and bans for harmful, offensive, or inappropriate content.ProductivityRiot Games announced it is researching the application of generative AI to augment game development pipelines and player experiences, with a dedicated Technology Research team that prototypes tools using large language models and content generation models for use by game teams.
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