Can AI Chat Bots Replace Experienced Support Agents in the iGaming Industry?

Over the past five or so years, chat bots have become an integral part of customer support on millions of websites, including eCommerce and iGaming sites, and the technology has dramatically improved thanks to artificial intelligence (AI). 

However, still, when most people think of chat bot support services who have had any experience with them, they often think of an annoying support option commonly available in the ‘contact us’ or ‘help/support’ section on a website because the answers they provide are often irrelevant or they do not provide the answers they were looking for, and end up having to talk to a human being support agent anyway. 

Today, they are much better, so the question being asked here is, can AI-powered chat bots one day replace experienced human support agents in the iGaming industry? Let’s dive in to find out.

What exactly is a chat bot?

A chat bot is a computer program business owners use on their websites as an element of customer service support. Instead of having to pay a workforce of human support agents, they use chat bots. 

People who visit that site and have a question about their account or the products, services and features available on that site can launch the chat bot support method and get instant responses to their questions, provided the questions are relevant to the website. 

Today’s most advanced AI-powered chat bots have come on leaps and bounds and are designed to simulate human beings’ responses by giving the most accurate, empathetic, relevant, and appropriate responses. 

In other words, instead of chatting with a human, you are chatting with artificial intelligence. Although there’s room for improvement, some iGaming sites, such as the official Lucky Koala 24/7 live support chat bots are highly sophisticated and show other businesses what a good AI-powered chat bot support service should be. They also provide human being live chat agents, as well as toll-free telephone support and email support options for registered members. 

Why are AI-powered chat bots essential for business, and can they replace experienced human being support agents in the iGaming industry?

The best AI-powered chat bot support services can elevate a business and improve its customer service levels. When a chat bot service is working correctly, it can help lift the customer’s moods when they are looking for answers to their questions or looking for advice on how to fix any technical issues they may have encountered on that iGaming site. 

Happy customers are far more likely to return to that site in the future, especially if the AI-powered chat bot is able to resolve their technical issue or answer their questions. They are designed to deliver instant responses, whereas human beings can sometimes take much longer to respond. 

Also, there’s never any chance that a live chat support agent powered by artificial intelligence will be impolite or sarcastic.

They are typically protected by 128-bit or higher SSL (Secure Socket Layer) cryptographic encryption, meaning that any sensitive data provided to the chat bot during a conversation is securely protected from cybercriminals who might be trying to listen in on your private conversations. 

To sum up, AI-powered chat bots can easily one day replace friendly and professionally trained, highly experienced human being live chat support agents, and it would eventually improve customer service levels in the iGaming industry, but it won’t be any time soon. 

Final thoughts

A reliable AI-powered chat bot can be a positive thing for the user/customer and the business owner. They can reduce the amount of time people spend talking with the support. They work well across multiple channels/platforms and devices and are now more human-like than ever. 

They can be personalised/tailored to each iGaming business, which improves the customer experience even further, and they can leave a positive, lasting memory with anyone who uses this service and has a good experience. 

Roberto Villa

Roberto Villa is the CEO, Founder, Executive Writer, Senior Editor of FightBook MMA. Has a passion for Combat Sports and also a podcast host for Sitting Ringside. He’s also a former MMA fighter and Kickboxer.