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Gamesys | Voice Activated Chat

Optimising customer experience while contacting support for players of Gamesys’ ventures.

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Gamesys | Voice Activated Chat



Explore and create a new optimised chat experience for online Bingo players. Chat has to be accessible without leaving the game.


To understand more about the audience, I ran interviews, as well as conducted a few surveys during the live chat. I asked players why they like online Bingo, how they started playing it, what they do while playing the game, and what activities they are generally into, which helped me to understand their lifestyle, habits, and the environment they play in.

An interesting finding was that most of Bingo players were engaged in housework, cooking and other activities whilst playing and chatting, which led me to researching ideas of hands free access to chat.



Voice recognition is the technology by which sounds, words or phrases spoken by humans are converted into signals that are transformed into coding patterns to which meaning has been assigned.

The most common approaches to voice recognition can be divided into two classes: “template matching” and “feature analysis“.

Template matching is the simplest technique and has the highest accuracy when used properly, but it also suffers from the most limitations. It often is speaker dependent (each person’s voice is different, so the program must first be “trained” with a new user’s voice input before that user’s voice can be recognised by the program. During a training session, the program displays a printed word or phrase, and the user speaks that word or phrase several times into a microphone, 98% accuracy).

Feature analysis normally leads to speaker independent  voice recognition (this method first processes the voice input using “linear predictive coding (LPC)”, then attempts to find characteristic similarities between the expected inputs and the actual digitised voice input, 90-95% accuracy).

What we should use

For our Bingo players experience, we should use the combination of template matching and feature analysis recognition methods.

Template matching to activate commands:
1. “Say” – to activate type by voice system;
2. “Message to” + [username] – to send personal message* (what’s username input method?);
3. “Send emoji” + [emoji name] – to pick emoji.

Thus each message would go like one of the following patterns:
1. “Say” + [message (feature analysis)];
2. “Send emoji” + [Emoji name];
3. “Send” + “Message to” + [user name (feature analysis)] + [message (feature analysis)] .

The voice activation must be easily interchangeable with typing, so the user has to be able to chose either option intuitively.

When the message has been typed (or voiced), or emoji selected to be sent, the emoji bar gets replaced with the Send and Cancel buttons:



Looking through Bingo players chat communication, I came across an observation that in the unhosted games, there are 43-64 chat comments per each game. All those comments can be divided into 3 categories:
1. #TG category. It takes about one half of all comments, and are an update of how many numbers a player has got left to win. More specifically those are 2tg (34.5%), 3tg (32%), 4tg (18%), 1tg (15%).
2. Abbreviations: wd/wdw(s) (39%), gl (20.3%), ty/tyvm (19%), and xx, pls/plzz, lol, syl/brb, omg that are less than 6% of the comments in this group each.
3. Without a host in the game, only 1-2 messages per game are anything else than the two above categories.

This brings me to a conclusion that for faster and more convenient chat input, there can be used emoji shortcuts. The 7 most used emoji can be shown on the swiping chat bar:


Emoji will also need to have a text shortcuts to be able to activate them by voice.

The bar with most popular emoji can be swiped onto the chat bar. The “more / plus” icon in the end of the bar will open the list of all icons with their text shortcuts.


Testing the technical possibilities of the voice activated chat on JPJ games (turn CC on):


Company: Gamesys

Ventures: VirginGames, VirginBet,  HeartBingoJackpotjoy, and Botemania

Role: Research, UX design

Technical: Genadijus Paleckis

Tools: Adobe XD