How iGaming operators can revolutionise customer support through advanced AI

News Team November 4, 2024

SiGMA news

As the iGaming industry continues its rapid expansion, the demand for fast, efficient, and reliable customer support has never been higher. Players expect immediate assistance, personalised responses, and solutions to complex issues without delay. However, many operators are falling short, relying on outdated support systems that leave players waiting, frustrated, and sometimes financially disadvantaged.

The frustrations of current customer support

Consider the experience of a player who placed a sports bet on a popular iGaming platform. The bet was successful, and the winnings were credited to the player’s account. However, due to a system error, the amount was locked and required additional wagering. Confused and eager to access the funds, the player contacted customer support. Faced with long wait times—often over 30 minutes—the player grew impatient. In the meantime, they decided to wager the amount again, ultimately losing it. By the time customer support addressed the issue, it became clear that a system mistake and delayed assistance had cost the player $2,500. This scenario underscores a significant problem in the iGaming industry: the inability of current customer support systems to provide timely, accurate assistance, especially when dealing with account-specific issues. Players are left feeling frustrated and undervalued, which can lead to decreased loyalty and negative word-of-mouth.

The limitations of traditional support and basic chatbots

Most customer support channels in iGaming are overwhelmed, leading agents to prioritise closing chats quickly over thoroughly resolving player issues. This often results in unsatisfactory interactions where players’ concerns aren’t fully addressed. The challenge is even greater for non-English-speaking players who struggle to receive help in their native language, further alienating a significant portion of the global market. While many operators have implemented AI chatbots to handle customer inquiries, these solutions often do little more than frustrate users. Basic chatbots can answer simple FAQs but stumble when faced with complex, account-specific queries. They lack the ability to access real-time data or perform actions on behalf of the user, leading to generic responses that fail to resolve the player’s issues. This ultimately forces the player back into the queue to wait for a human agent.

Emerging solutions: advanced AI with function-calling technology

The landscape is beginning to change with the introduction of advanced AI systems equipped with function-calling technology. Unlike traditional chatbots, these AI solutions can interact directly with internal systems and databases in real time. This means they can handle complex queries autonomously, providing instant, accurate responses without the need for human escalation. For instance, if a player wants to check the status of a deposit, understand why a bonus hasn’t been credited, or resolve a failed transaction, the AI can access the necessary data, cross-reference account information, and deliver a precise answer within seconds. This level of functionality addresses the core frustrations players have with current support systems. One such solution already making strides in the iGaming industry is Bubz.ai, which offers these advanced capabilities. With products like Bubz.ai leading the way, it’s likely that other AI solutions will soon follow suit, transforming customer support across the sector.

The benefits of advanced AI for iGaming operators

Instant problem resolution
Advanced AI with function-calling capabilities can resolve complex issues immediately, reducing dependency on human agents for routine yet intricate problems. Players receive accurate answers without the frustration of long wait times.
Reduced wait times and increased player satisfaction
By autonomously handling a wide range of inquiries, these AI systems eliminate the queues typically associated with customer support. This leads to higher satisfaction rates, as players feel valued and heard.
Operational efficiency and cost savings
With AI managing the bulk of support inquiries, operators can significantly reduce staffing costs. Human agents are freed to focus on high-priority cases that require empathy or specialised knowledge, such as VIP player management or handling sensitive complaints.
Increased conversions and retention
Providing quick, accurate support enhances the overall player experience. Satisfied players are more likely to continue using the platform, make additional deposits, and recommend the service to others, positively impacting the operator’s bottom line.

Redefining the role of human agents

The integration of advanced AI doesn’t eliminate the need for human customer support agents; instead, it redefines their role. With AI handling repetitive and transactional queries, human agents can dedicate their time to complex issues that genuinely require human insight and empathy. This shift not only improves the quality of support but also enhances job satisfaction among support staff.

Addressing the shortcomings of traditional chatbots

Traditional chatbots often exacerbate player frustration by providing canned responses that don’t address specific concerns. Advanced AI solutions like Bubz.ai overcome these limitations by understanding context, accessing real-time data, and delivering personalised assistance that mirrors human interaction. This leads to more effective problem resolution and a better overall player experience.

The competitive edge

Operators who adopt advanced AI solutions gain a significant competitive advantage. In an industry where players have numerous options, superior customer support can be a key differentiator. Players are more likely to choose and remain loyal to platforms where they receive prompt, accurate assistance. The iGaming industry stands at a pivotal moment where embracing advanced AI technology can lead to transformative improvements in customer support. By addressing common frustrations—such as long wait times, ineffective chatbots, and inadequate multilingual support—operators can enhance player satisfaction, reduce operational costs, and position themselves as leaders in a highly competitive market.