Playtomic's AI handles routine refunds so its care team can focus on hard cases
80%According to Playtomic and Zendesk: 80% of routine refund requests and 75% of player queries handled by the AI agent; 77% of CSAT-surveyed players satisfied with the AI answers; support in 9 languages, 24/7; complex cases go to the care team with context.
“With Zendesk AI, the company is achieving an 80% automation rate for refund requests and a 75% B2C resolution rate, while delivering seamless, personalized customer experiences.”
- Who
- Playtomic (Madrid), the racket-sports booking app: 5,200+ partner clubs, 1.5M monthly users, 50+ countries, about 28,000 support tickets a month. Built with Zendesk AI.
- Problem
- Fast growth meant more player conversations every month. The previous bot couldn't personalise replies or hand over cleanly to a person, so many players were left without a real answer.
- Agent
- An AI agent with 81 intents answers common player questions from Playtomic's knowledge bases, connects to the backend (a refund API lets players check their refund history) and routes complex technical or international payment issues to the care team. On the club (B2B) side it triages and routes conversations. The care team also uses generative AI as a copilot to write replies.
We'll build it for you
Book a callView the prompt
Try it yourself with Zendesk AI
You are the customer care lead of a padel or tennis club. Goal: prepare the answers for an AI assistant that handles routine player questions in our chat or WhatsApp and hands the rest to our team. My input: [the 30 most recent player messages we received, copied as-is], [our booking, cancellation and refund rules], [opening hours, prices and court types], [who on the team takes over and how to reach them]. Give me: 1) the messages grouped by topic, with a rough share for each; 2) a short, clear answer for each routine topic, written in the player's language; 3) the topics that must always go to a person (disputes, refunds outside our rules, injuries, complaints), with the summary to pass on. Don't invent rules I didn't give you.What we can do for your club or brand
A padel or tennis club gets the same messages every day: refunds, cancellations, court changes, opening hours. The Court can set up an AI agent on your club's chat or WhatsApp that answers the routine ones from your own rules and passes the rest to your team with the context, so staff can spend their time on the players at the club.
What they did
Playtomic moved its player support from Intercom to Zendesk AI after a six-month evaluation. The AI agent answers from Playtomic's knowledge bases in nine languages, a refund API built into Zendesk lets players see their refund history themselves, and complex technical or international payment issues go to the care team.
How it went
80% of refund queries are resolved through automation and 75% of player queries overall, with 77% of surveyed players satisfied with the AI answers. The care team now spends its time on the complex cases and more personal service. Limits: figures are self-reported by Playtomic and Zendesk; the club-side (B2B) agent was still mostly triage and routing, with self-service planned.