🥤 Feedback Wanted – Help Us Improve Our Support Chatbot! 💬

I haven't seen it yet

Jaja

Hi everyone at the Soda community! 😁

AI support person here at King.

I forgot to edit the form to allow access to everyone😱🙈 but now anyone has access who has clicked on the link.

Thank you for your participation!

Hello @Dsoda! I did got this feature and was able to chat with Kingsley. Here's my feedback:

⭐ General Impressions

Kingsley’s design and tone are friendly, playful, and brand-consistent — which is perfect for the Candy Crush universe. The vibrant purple UI and cheerful gummy bear character immediately give it a warm, welcoming vibe.

✅ What’s Working Well

1. Smooth Access Flow:
   • The entry path to support (via the main screen > question mark icon > chat with us) is intuitive.
   • The “Still need help?” CTA is clear and ideally placed at the bottom of the help article.
2. Kingsley’s Personality:
   • The bot has a distinct voice: helpful, slightly cheeky, and charmingly non-human.
   • Phrases like “I may not be a human...” hit the right tone — playful without being dismissive.
3. Issue Triage:
   • Offering quick options like “Create a ticket” or “Ask something else” provides a user-friendly fork without overwhelming players.

🛠 Suggestions for Improvement

1. More Contextual Smart Suggestions

• “Looks like you're reading about the Soda Cup — want help with your score or rewards?”
• Using article context to power the initial Kingsley prompt could boost relevance and engagement.

2. Progressive Disclosure

• If the issue is complex, introduce layers of info rather than presenting all options upfront. For example:
  • First: “Want help with your account or a gameplay issue?”
  • Then drill down: “Okay, what part of your account — login, sync, or purchases?”

3. Faster Escalation Path

• For frustrated users, maybe introduce a quick “Talk to a human” fallback if someone has interacted with Kingsley for too long without resolution.
• “Still puzzled? I can connect you with a live agent — just say the word!”

4. Kingsley’s Evolution Over Time

• Let Kingsley evolve with recurring events (like the Soda Cup) and seasonal theming.
• Think: Halloween Kingsley (in costume?), holiday Kingsley, etc. It would add freshness and delight over time.

5. Chatbot Position: I observed that to open the chatbot, you have to go to Help Center, then Contact Us button. But it's not easily seen by players. Try to say an introduction to the chatbot if you're ready to show it globally. Or include the chatbot option at the settings menu of the game.

💡 Suggestions

• Voice Option? For mobile accessibility, voice commands might help users report problems faster (especially kids or older players).
• Kingsley Easter Eggs: Imagine if Kingsley sometimes said something silly or hid a secret response — a tiny, joyful layer to reward curiosity (lol).

❤️ Final Thoughts

Kingsley was a great chatbot. Looking forward for more fun!

Hi @Techz_3712

Thank you so much for the thoughtful feedback — your suggestions are really insightful!

I’m especially glad you mentioned the idea of adding secret Easter eggs. It’s something I’ve actually been thinking about for a while, and it’s great to hear others would enjoy it too! Down the road, this could definitely be something we coordinate with other teams. 😁

Your point about the chatbot’s positioning is also an interesting take, and it’s definitely something we’ll keep in mind as we continue to improve the experience. I also really liked your idea of a holiday-themed bot — it’s a fun and inclusive way to connect with players from different regions. 😊

Moving forward, optimizing and evolving our AI bot is one of our top priorities, so thank you again for helping us shape its future!