AI and cloud-based tech is giving casinos more power to deal with customer service issues
Customer service is an integral part of any company’s success, and the better the customer service, the greater the success. It is a challenging task that requires extensive resources and investments, especially for online casinos that operate around the clock and around the world. Artificial intelligence (AI) is making the job easier, though, and giving iGaming operators more power to implement automatic customer service tools that enhance the customer experience.
AI and machine learning (ML) are leading the way for customer support teams to launch solutions that are capable of catering to the individual user, not the group as a whole. AI has become an important component of the customer service solution and is now more “humanized” than ever before. Previously, AI lacked empathy, a key ingredient to proper customer service resolution, but new advances are making AI solutions empathetic and more helpful.
More than ever, customers have become highly demanding. They don’t just want their needs to be addressed; they want them to be addressed quickly and with greater empathy. Under the COVID-19 pandemic, this has become much more challenging, especially as more employees have been forced to work remotely. However, with AI, ML and cloud-based technology, all the pertinent data and resources can be accessed by authorized personnel from anywhere, allowing greater consistency and integrity in the customer service process.
This is only going to continue to become more noticeable as AI improves. The casino industry, and the iGaming segment, in particular, has been at the forefront of AI adoption, and new innovations are creating better customer service opportunities for operators to stay ahead of the competition.