Artificial intelligence is raising the bar on how online casinos address customer satisfaction
Technological evolution, demographic changes, artificial intelligence (AI) in customer support, transformations in the world of work and globalization are factors that are shaping society and radically impacting the way people consume. The cognitive era is the revolution of technology applied to business. Adopting digital megatrends in the customer relationship strategy is becoming increasingly indispensable for the iGaming industry. Many of these operators are taking customer support to the next level thanks to AI.
The biggest challenge for casinos in providing customer support is to satisfy the needs of all their players. AI has become a tool that many iGaming operators have decided to incorporate in order not to die trying.
For example, AI is transforming customer support thanks to omnichannel. This is one of the keys to customer satisfaction. With the new consumer profile of today’s digital revolution era, online casinos have to adapt to the hyper-connected customer, demanding immediacy and real-time information. Solutions that use AI have the ability to understand the language and rules of each channel, being able to address and adapt the message to each of them, maintaining the level of experience.
Automation, on the other hand, is probably the most noticeable benefit for operators in the short term, as these types of technologies are able to automate processes, information, questions, and frequent transactions. As a result, companies are able to reduce operating costs and increase sales and productivity due to the automatic resolution capacity in real-time, allowing humans to focus on complex tasks or cases that require second-level attention.
One of the main frustrations of players with traditional customer service and customer care channels is the long waits and tedious system flows or processes. Another advantage of AI-enabled solutions is the ability to serve with unlimited capacity, in real-time and 24/7. The influence of this factor in customer satisfaction, plus empathy with the user, contribute to the fact that today we talk more about creating experiences in customer loyalty than about fulfilling the established processes.