New games site OGX has up an overview of last week's Austin Game Conference. The piece touches on the big talks (Rob Pardo, Jon Landau, Vernor Vinge), and gives some informational tidbits about the always-interesting panel discussions. From the article: "Community was also a topic that was frequently the primary driver behind a panel, or as a secondary topic that rose up in relation to the topic at hand. Gordon Walton, Studio Director for Bioware Austin held a particularly radical presentation entitled 'Rethinking Service Offerings.' Walton noted that the player perspective about customer service amounted to 'No matter how we do service, we suck.' and questioned why companies spend energy on a perception based challenge that they have not been able to overcome. Walton's premise was that since the customer service infrastructure for a MMORPG eats the most revenue and generates less than favorable results, it may be entirely possible to cut customer service offerings down entirely to a set of automated tools and save the money spent designing for satisfied customers."
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