Ship the fixes you spot

CUSTOMER SNAPSHOT

Kahoot! is the Norwegian game-based learning platform used by teachers, students and businesses around the world. Players are particularly active in the US, which means much of the audience sits in a different time zone from the customer care team. Real-time answers to user enquiries were the problem the team set out to solve.

THE CHALLENGE

Kahoot!'s audience kept growing into time zones the customer care team did not staff. Users wanted answers when they wanted them.

What the team wanted the experience to do would also change as it learned more about its audience. Espen Thoresen, Director Customer Care at Kahoot!, put it plainly: "You have to have an open mind."

THE SOLUTION

The build started with Kahoot!'s own questions, not a generic template. Two UX writers from Kindly worked alongside the team to create and tailor the AI Support Agent. The first version went live two weeks later.

As the team learned more about its audience, Evelien Jacobs, Product Marketing Manager at Kahoot!, kept updating the experience. They tested activating the AI Support Agent on scroll and altered answers based on customer interactions. "I used the skills and I just tweaked the answers and implemented new links and all of it," she said.

The clearest proof came later. When Kahoot! launched a new subscription plan, the team built another AI Support Agent from the same foundations in a single day.

THE RESULTS

The team kept the platform moving on its own schedule. New features became available quickly, and the team adopted them as soon as they appeared.

The most tangible result was the speed of the second build. What had taken two weeks the first time round became a one-day job the second, because the team already owned the format and the groundwork it had laid.

Users around the world now get help when they need it, without adding strain to Kahoot!'s customer care team.

The team that builds, edits and reshapes the experience never has to wait for someone else's calendar.