LOOKING BACK
Building confi dence in a controlled environment
logic, and test compliance workfl ows across multiple markets without production risk. It functions as a wind tunnel for AI development, allowing teams to measure accuracy, bias, and decision-making before deployment. This adaptability represents the next step in the evolution of support systems. Tools that once sounded generic can now refl ect the identity of each operator across different markets and languages. For players, that means consistent, authentic communication that builds trust.
Crucially, every interaction within the Sandbox is auditable, meaning operators can trace how the AI reached a conclusion or response. That level of visibility helps align innovation with the strict accountability standards by regulators worldwide.
Harpo Lilja
Harpo Lilja, CEO of Tugi Tark looks back at the challenges, innovations and successes his company has faced during 2025.
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n regulated industries like iGaming, innovation cannot come at the expense of control. Every new technology must be tested, measured, and proven to operate safely before it reaches the player. This balance between innovation and accountability has shaped how operators approach Artifi cial Intelligence: how do you combine speed, precision, and compliance in an environment where every interaction matters? At Tugi Tark, this question led us to the creation of the AI Sandbox: a controlled environment where operators can train, test, and validate AI workfl ows before deployment. It is a space where AI can be pushed to the limit, without risking live operations or regulatory breaches.
BUILDING CONFIDENCE IN AI As AI continues to become a key component of player support, one challenge remains central: visibility. Operators often see what AI delivers, but not how it reaches those conclusions. Player communication touches on compliance, payments, and responsible gaming – areas that demand complete accountability. The AI Sandbox provides this visibility. It allows operators to simulate live casino environments, upload documentation, and observe how AI Agents interpret, respond, and escalate in real time. Each stage can be reviewed, adjusted, and verifi ed before the system goes live. The result is an AI Agent that demonstrates technical accuracy while refl ecting brand tone, regulatory nuance, and operational context.
GIO DECEMBER 2025 19
TRAINING AI THAT UNDERSTANDS IGAMING
Tugi Tark’s AI Agents are built specifi cally for iGaming. Trained on over ten million real iGaming support tickets, they understand industry nuances such as bonus logic, KYC workfl ows, and responsible gaming triggers. Within the Sandbox, operators can fi ne-tune each Agent’s tone of voice, verify escalation
A NEW CHAPTER FOR PLAYER SUPPORT
In many ways, Tugi Tark’s AI Sandbox represents a new stage in the evolution of iGaming customer service. It treats automation not as a black box but as a collaborative tool – one that can be inspected, refi ned, and continuously improved. For operators of any size, it opens up new possibilities beyond effi ciency. It offers a safe space to innovate and build AI strategies rooted in transparency and trust.
With its AI Agents and AI Sandbox, Tugi Tark has not only reimagined how customer service teams work – it has set a new benchmark for what great player care looks like.
Faster. Smarter. Always available. Fully compliant.
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