At Pocket Gamer Connects London, I sat down with Rakesh Mistry, Head of Product at Helpshift, to talk about where CX platforms are heading and how AI is starting to reshape player support.

We got into how the platform has evolved over time, what game teams are actually asking for, and how real user feedback is influencing product decisions behind the scenes.

This is where things start to get interesting. AI is no longer just automation. It’s becoming part of how studios understand, support, and retain players at scale.

If you're heading to GDC and want to see what Helpshift is doing with SHIFT, check it out here:
https://www.helpshift.com/2026-game-developers-conference-san-francisco/

If you're building, running, or scaling player support, this is a conversation worth paying attention to.