GOODBYE 2019...


Dom Wolf VP Product Marketing, EBO.ai


What was the most exciting occurrence for you in 2019?


The most exciting occurrence for us is seeing our Microsoft Partnership blossom in the iGaming Sector. Microsoft have partnered with EBO.ai bring innovative Virtual Agent technology to the iGaming Sector. EBO.ai signed its fi rst few Gaming clients and


in talks with many more. It promises to be an exciting and very busy 2020. It was also great to see EBO.ai hold 3


workshops in the iGaming sector bringing together the leading Heads of Innovation, Digital Transformation, Customer Experience and Marketing (and C-level execs) and fi nd every single workshop totally sold out. It showed that there is real interest from leading gaming companies to fi nd new ways to solve growing Customer Service pain points.


What are you most excited about for yourselves in 2020?


Opportunity. There are massive changes afoot in the gaming landscape, from growing compliance needs, marketing costs, need for better data, growth of innovation. These all mean that iGaming companies have no choice but to take a mature step towards solving traditional pain points in KYC, Fraud, Onboarding and Customer Experience. We’re excited to be working closely with


Microsoft in 2020 to bring more AI solutions to the iGaming sector. We have an educational roadshow planned, which will start in Malta and end in Gibraltar. We think iGaming companies have really warmed up to AI and are looking forward to working with a great many more in 2020. We’re excited to deliver our fi rst Proof Of Concepts live for our new iGaming clients, more to follow on these - we cannot mention them just yet.


What are you predicting for the iGaming sector in 2020?


2019 was a turbulent year for the gaming sector, with cost-cutting and workforce reductions taking place throughout the industry. Moving into 2020, and with consumers expecting rapid, 24/7 customer service, those fi rms which can provide this the best will be best placed to prosper. The best way to do this is through artifi cial


intelligence (AI) – at a time when money is tight, highly intelligent Virtual Agents can deliver the service gamers expect by empowering employees rather than replacing them. AI brings intelligence and automation together to replicate the fl exibility and understanding experienced with human interaction. By using this technology virtual agents can precisely automate repetitive tasks, understand different dialects and colloquial language, and even prioritise pressing issues to a more focused and dedicated customer-service team. We expect adoption of this technology to take


off as more and more companies realise the difference it can make to how they interact with their customers. More than that, though, AI can deliver insights into customer needs which can help fi rms anticipate market behaviours and get ahead of the competition. Explainability and transparency of AI will also


play a big role, and any gaming company looking to bring Virtual Agents into their customer services departments need to ensure they commit to ethical, transparent practices.


Andrew Foster


Head of Business Development, Enteractive


What was the most important occurrence for you in 2019?


2019 has been a pivotal year for both Enteractive and me in that we took the decision to grow the B2B sales team and support it with a number of other key appointments. The impact of having a diverse team of people that can bring in deals and drive the growth of the company exponentially has been amazing and the impact of this on our growth this year has been remarkable already. Having the opportunity to manage this team and deliver the growth strategy for Enteractive has defi nitely been a highlight for 2019.


What are you most excited about for yourselves in 2020?


I think 2020 will be the most exciting year yet at Enteractive and having set the platform for the coming year’s growth, I am most excited about implementing the plan and also targeting new geos which we have identifi ed to have amazing potential for the company in the future with the likes of the USA and Asia of particular focus.


What are you looking predicting for the iGaming sector in 2020?


My feeling is that 2020 will see increased regulation and a lot of companies pivoting to adjust to these regulatory changes. The continued expansion across the US will be one of the leading growth areas for European operators that would like to take advantage of early entry into a somewhat unsaturated market.


116 JANUARY 2020 GIO

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