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The gaming industry is evolving rapidly, and staying ahead requires more than just keeping up with the latest games—it means adapting to how players interact with brands and each other.
Recently, Phil Chatterton, VP of Partnerships, hosted a webinar with two experts, Jonathan Michaels, the former VP of Strategic Alliances at the American Gaming Association, and Dani Milkova, the CEO of Rakia Media, to discuss how iGaming companies can better engage their players, especially as new technologies and expectations reshape the industry.
Dive into the latest trends and best practices for delivering exceptional customer experiences in the digital age
Watch nowWhat was once a buzzword is now a core component of how companies engage with players. For instance, Phil points out the rising trend of people having more complex conversations with AI, as it can respond in more detail.
Today, players can interact with AI systems that not only provide answers but also remember past interactions, making each conversation feel more natural and human. All of this happens seamlessly, without requiring any input from support agents.
Comm100’s Chatbot is trained on the latest in generative AI and NLP models, and is capable of holding human-like, dynamic conversations, making it easier for companies to resolve player queries, while simultaneously elevating the overall support experience.
Dani Milkova added that AI is becoming the bridge between customer relationship management (CRM) and player support. Real-time personalization, driven by AI, allows operators to target each player’s unique habits and preferences, creating experiences that were previously unattainable with human-only systems.
Jonathan also highlighted AI’s emerging role in compliance and fraud detection, noting that it can ensure a seamless, secure experience for players by automating crucial processes, such as account verification and fraud prevention.
Jonathan noted that the average age for casino players fell from 50 in 2019 to 42 in 2024, and he expects this to fall even further over time. With this change in demographic, companies also have to prepare for changes in demand.
As Phil noted, today’s players, especially the younger generations, expect immediate responses and have little patience for delays. They are accustomed to fast-paced environments like TikTok and Snapchat, and nobody likes to wait to get answers.
Gone are the days when people were content waiting for hours to get a response. Today’s players want quicker, more efficient service, requiring companies to focus on methods to reduce wait times, whether it’s through AI-powered chatbots or in-app messaging.
Perhaps the biggest change we’ve seen since the rise of AI is the improvement in self-service tools. They are no longer the impersonal, frustrating systems of the past that most people remember. AI-powered chatbots have helped reduce customer service response times by 50% in the iGaming industry in the past year alone, according to Zipdo.
Phil explained how AI-powered chatbots are now more intuitive, can handle repetitive queries more efficiently, and can give companies a competitive edge, allowing them to offer off-hours support that feels natural and more personalized.
The numbers don’t lie: 72% of online casino operators believe AI will be essential for future growth. Plus, AI has reduced operating costs by 30% for iGaming operators through optimization and automation.
For smaller gaming startups, leveraging AI can be a game-changer (no pun intended), according to Dani. By filtering out basic queries and allowing human agents to focus on more complex issues, AI-driven self-service tools can help companies scale faster without sacrificing player satisfaction.
All the content we consume today is personalized and curated to our interests. Think about it: there’s always an algorithm that’s working behind the scenes to tailor and personalize everything you see, whether it’s on a shopping site or social media.
We’ve become used to this and expect to see it in other industries as well. As Dani Milkova emphasized, AI allows operators to deliver real-time recommendations based on each player’s historical behaviors, from their favorite games to betting preferences.
This shift means that players, even those who aren’t VIPs, are receiving more personalized experiences that were once reserved for high rollers. Jonathan agreed, noting that younger players expect this level of personalization, and it’s now rapidly becoming a baseline expectation in a growing industry.
Third-party apps like Telegram now let players set up bots and customize how they use these apps. As Dani discussed, these newer communication platforms are gaining traction, particularly in Europe.
Telegram casinos are becoming more popular, allowing players to engage directly within the app, get support, and even play games without switching between multiple platforms.
Phil pointed out the rise of in-app messaging, making it easy for players to get support without ever switching away from the app.
The gaming industry is undergoing significant changes in how it engages with players. With AI leading the charge in personalized support, faster service, and operational efficiency, companies that adopt these technologies will thrive in an increasingly competitive market.
Comm100 offers tailored support solutions for the iGaming market, helping companies boost registrations, increase retention, and ultimately improve their bottom-line as spend increases.
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