Usually when an MMORPG puts forth a roadmap, it’s about content updates that are coming to the game. Not so with Jagex, as its latest roadmap post for RuneScape and Old School RuneScape is about coming updates to customer support and account assistance.

A great deal of digital ink is spent on outlining efforts that have already been made by Jagex in these areas, such as improvements to support response times, outlining how reports have impact, and the second phase of the AI assistant Scaper, which operates as a first point of contact between players and the support staff, among other things.

As for future plans, that comes as part of different pillars and stages: Live chat with real devs is “weeks away” from arriving, support staff has increased to a point where Jagex believes it can hit a 48-hour response time to support requests, account hijacking detection is being improved, and “Jagex account pain points” are being addressed such as character switching on mobile, a Linux version of the game launcher, and continued improvements to combat bots and RMT.

Much of this doesn’t really have much of a timeline beyond being “underway” and extending through this year and onward, but for those who really, really, really want an in-depth look at the studio’s efforts on this facet, the blog, a related video, and a literal roadmap image await.