Getting an edge in customer service gives iGaming operators an advantage, and AI is lending a hand

The speed of automation in services has increased at an alarming rate, giving users the ability to complete their daily tasks. Advanced systems powered by automated solutions allow users to book a reservation at a restaurant, order pizza, book a hotel room, and make appointments in a clinic. The disruption of artificial intelligence (AI), a technological breakthrough that has swept through the iGaming industry, is driving the customer service industry to new heights.

AI-powered digital solutions can transform customer service interactions. They are ready to improve every aspect of a business, including customer experience, loyalty and brand reputation. According to digital market moguls, more than 85% will be done without the involvement of customer service representatives by next year.

A Zendesk study found that 42% of B2C customers are more likely to purchase after receiving good customer service. According to the same study, 52% of customers stopped buying after a single poor customer service interaction.

It is clear that AI technology is being considered by forward-thinking iGaming operators as a way to provide real-time self-service for customer services platforms. It is also true that technology has the power to transform the way customer service solutions work. There is much hype about AI-assisted responses replacing human agents.

The two main capabilities of AI are what drive most of the hype. Machine learning is the first and most important capability. This is due to a powerful computing platform that can churn large amounts of data to learn from. Everyday examples of AI machine-learning processes include Facebook Messenger, request suggestions, and spam folders.

Natural language processing is the second. It supports you in your everyday interactions with AI software by its ability to interpret and process spoken/written messages. The best examples of evolved NLP are Alexa, Cortana and Siri.

AI is primarily focused on these two capabilities that enable customer service agents to perform their jobs. Its cognitive computing power allows businesses to provide efficient services to their customers.