If you enjoy playing online games, then you most likely have encountered a chatbot. Today’s online gaming sites are utilizing chatbots more than ever to provide quick answers to consumers via AI technology. Chatbots are a common solution for customer support and other aspects of business, but are they a good alternative for online casino operators? Are players benefiting from the chatbot aspect, or would real people be a better solution?
Customer Service
Online casinos need to have a top-notch customer service program to ensure player retention. When players cannot access support, they are unsatisfied with the service and will most likely not return for gaming. Casinos are relying on chatbots now more than ever to solve support issues.
AI software solutions via chatbots are used to provide conversations with users based on prompts. Players are asked about their inquiry or their issue, and the chatbot responds. Keywords of the problem are used to provide answers. If an answer cannot be provided, you are then connected to a real person or can leave a message for support.
This type of customer service can be a double-edged sword. On one hand, it can solve common questions and provide quick answers to players. On the other hand, it can be frustrating to the player when the chatbot is not responding to the inquiry and the individual wants to speak to a real person.
Are chatbots the right solution in this instance? Perhaps there is a better solution, such as offering access to a real person before having the individual answer all the questions to get to that point. Casinos will be subject to trial and error to come up with the best solution for customer support, which is a combination of real people and chatbots.
Chatbot Usage
Another aspect of online gaming where chatbots come into play is with live casino titles. Operators offer live dealer games to ensure players can enjoy blackjack, roulette, and other games in live format. Bets are placed in real-time, which adds an extra layer of excitement to the gaming session.
With most live dealer games, players can use a chat box to interact with each other and the dealer at the table. Games are live-streamed, so all discussions are taking place at the moment. Moderation is needed to ensure that no profanity or unpleasant talk occurs. To help, casinos utilize chatbot services.
Chatbots can be used to moderate the conversation to ensure compliance automatically. The moderation can take place in many formats, but for the most part, it is used to remove inappropriate messaging. Any message that does not meet the community rules is removed.
Chatbots in live casino settings can also moderate spam posts, which players appreciate. It’s a great way to remove pointless chat messages that are trying to sell something or the same message repeatedly. The bot can ban users who break the chat box rules or if their behavior cannot be moderated.
Human moderators were used in the past, but it can be hard to handle a chat with several hundred people talking at once. With chatbots, programs control the conversations and are more effective in removing items that do not belong.
Keyword technology is a major tool connected to chatbots that assist in moderation. Players are more receptive to chatbots in a live casino setting due to the background nature of the program. Players are only disrupted if they are the ones breaking the rules, such as using profanity or harassing other players.
Should Chatbots Remain in Online Casino Settings?
After reviewing customer support and live casino chats, it seems that chatbots have their place in the online gambling industry. Casinos must find a healthy balance between support and annoyance to ensure that players benefit from the technology and are not easily annoyed.
Various chatbot technologies utilize AI well to ensure a safe and enjoyable casino gaming environment. Casinos should focus on using a mix of AI and real human assistance to create the best possible experience for their members. Constant updates are also required to ensure the chatbot tech is working to serve consumers rather than becoming a hindrance.
Also Read: In What Ways Is AI Shaping the Future of Online Gambling?
