Customer service support 

New research from reveals that much of the client services role is repetitive, and more needs to be done to ensure players get a better customer experience.

Dom Wolf


ew research from, the artificial intelligence company optimising customer interactions, has revealed that over three-quarters of agents and account managers in the gaming industry spend more than 60% of their time managing inbound customer enquiries, which in a standard working week equates to over 24 hours a week, a significant amount of time. The research, which was conducted by to help understand the priorities and pain points of those  that the bulk of these customer services’ support hours are spent on mundane, straightforward tasks. In fact, the research found that 90% of respondents spend more than 60% of their time answering the same questions over and over again, with nearly one in three (29%) saying that over 80% of their time is spent this way.  revealed which questions are being asked most often: 70% of calls are about bonuses, 42% about verifying their identity in line with mandatory KYC requirements imposed on gambling operators, 33% about transferring funds and 15% on placing bets. Furthermore, when asked what happens in cases

90% of respondents spend more than 60% of their time answering the same questions over and over again


where they are unable to offer support, almost two   where customers expect instant answers to their questions regardless of time of day, doesn’t meet the expected standards.

Dom Wolf, VP product marketing at, says:

“The gaming industry is currently going through a turbulent time, with increased regulatory scrutiny and added pressure on the bottom line, yet the expectation to generate big returns remains the same. Customer services support teams are often the first to go in cases like these, but their role has become fundamental in recent years, with customers demanding quick and convenient support at all times. Finding a solution that can free agents from having to deal with the same mundane tasks over and over again is therefore essential if companies want to deliver a superior customer experience for gamers. “By using Artificial Intelligence (AI) in the form of virtual assistants, gaming companies will be able to answer the most common questions in an instant – without the need for any human interaction. This way, customer services agents will be freed up to deal with the more difficult enquiries, while AI solutions focus on facilitating the onboarding process, improving AML checks and creating an all-round better service. “While front-end customer service is the most immediate application for virtual agents, the benefits extend well beyond this. Every conversation provides data, and when AI is correctly tuned to interpret that information, it can be used to provide insights into customer needs and sentiment analysis which would otherwise be lost.

“Virtual agents can automate the majority of the on-boarding and account opening process, helping the gaming industry provide the same slick experience that we’re currently seeing from challenger banks. Compliance and regulatory processes can also be sped up as part of this, with AI intelligently pulling customer data automatically from virtual agent conversations. “As the technology continues to develop the business   and empowering them to excel in the workplace.”

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