Eesti Loto answers customers 42 times faster with Askly AI

Eesti Loto, Estonia’s only lottery operator, now answers its customers 42 times faster. In the first month, AI resolved nearly 60% of their questions.

The public sector can be fast and modern too. Eesti Loto shows how.

Repeat questions crowded out the complex cases

About 400,000 people play Eesti Loto’s games each year. The company has 57 employees.

Every day, its support team gets dozens of questions about accounts, payouts, game rules and technical issues.

The team is professional, but request volumes kept growing. And customers expect a quick answer, whatever the time of day.

Repeat questions took up much of the team’s time. They pushed more complex cases to the back of the line.

Every answer needed a person’s attention, even a simple, predictable one.

Eesti Loto wanted support that was fast, personal and available around the clock. The team saw that support could get faster without hiring more people.

At the same time, the team would not accept a tool that sounded robotic or gave inaccurate answers. Quality could not slip.

How Eesti Loto set up its AI agent in 1 to 2 weeks

Eesti Loto decided to try Askly. It started with no development work and no upfront IT investment.

First, Askly and Eesti Loto agreed which topics AI resolves itself and which it hands to the team.

The team then taught the AI its knowledge, tone of voice and business logic. The AI got its topics, with exact instructions on how to guide and help customers.

The answers were written in the team’s own words, so customers would feel at ease talking to AI.

Onboarding took 1 to 2 weeks. In that time:

• the AI agent was set up
• the team learned the software
• the chat script was added to the website

How it works day to day:

• AI answers have a human tone. The team can edit them in Askly at any time, and changes take effect within seconds.
• New knowledge and topics can be added at any time.
• The AI agent answers in the language the customer chose.
• When a chat goes to the team, it is translated in real time, both ways.
• Attachments can be added in the chat window.
• Askly keeps customer conversations for as long as the company needs them.

Facts go to AI, sensitive questions go to people

Eesti Loto and Askly share a principle for running customer service. Using a person where AI can do the job faster and just as well is a management mistake.

So is leaving a customer waiting with an unsolved problem.

Functional support is about facts, such as “I forgot my password” or “How do I change the billing email?” Answering these with people is slow and expensive.

On fact-based questions, AI beats a person on speed and cost.

Sensitive support is about emotional connection. These are deeper conversations, where the customer’s trust, and often the company’s reputation, is at stake.

This is where you need a person. AI can already tell these apart.

The results: replies 42 times faster

• Replies to customers got 42 times faster.
• AI resolved nearly 60% of questions in the first month.
• Customers get answers around the clock.

The team wasn’t slow before. The speed came from AI doing what it does well: answering quickly, accurately and around the clock.

“Today, it’s no longer enough to have a good product. What counts is the experience you give your customers and users. Thank you, Askly team. You’re building the next generation of user support, because users expect a lot from the experience.”

Reelika Ein, product manager at Eesti Loto

What a good automation rate looks like

In Askly’s experience, bringing AI into customer service is a process. It usually starts at 20% to 30% automation.

A result of 50% to 60% counts as very good. At that level, AI handles about half of all customer questions on its own.

Eesti Loto reached that level in its first month.

“It’s pure joy when talented people work together and create this much value. Thank you, Sandra Roosna and the whole Askly team.”

Triin Agan, CEO of Eesti Loto

AI agents really do work, for customers and for companies. We see it every day.

Askly already helps more than 1,000 businesses. They include retailers such as Klick and Bauhof, and service providers such as Confido and Tartu University Hospital.

Use technology where it’s efficient, so your people can be where they are irreplaceable.

The Askly team is glad to help Eesti Loto make its customer service better and more cost-effective.

Does your team spend time on questions that AI could answer just as well?