Artificial Intelligence (AI) revolves around the development and implementation of machines or computer systems that simulate the cognitive abilities of a human being. AI is commonly applied in several areas such as robotics, web search, machine learning, self-driving cars, medicine, space science, military, among other applications.
In the recent past, software developers started developing online casino software that mimics some cognitive abilities of intelligent humans. Such human capabilities include logical reasoning, learning, questioning, remembrance, problem-solving, and decision-making.
Some casinos, such as NitroCasino, work with top software developers to integrate AI into their systems to enhance the player experience. You may be wondering, how are casinos using artificial intelligence? Well, let’s have a look at the primary areas that casinos are using AI in.
Analysis of User data
AI systems work with high-performance database systems that collect player information, analyze it and produce high-impact reports. AI can pick the players’ platform navigation patterns, track the games they play, and the average time they take for each game.
These reports help the casino management improve user experience by customizing the player’s interface to their preferences. Additionally, this information supports the creation of promotions and bonuses for the players.
Identification of high-value customers
Intelligent casino systems can analyze player data and identify high-value customers who bring significant business to the casino. AI can analyze the amount of money and time spent by a specific player, produce a list of valuable customers and curate promotions and bonuses for high-value customers.
Customer support using chatbots
Customer support is a crucial aspect of every casino. How well a casino responds to customer questions, complaints or suggestions may determine the success of a casino business. Most casinos offer live chats on their website, which has to be manned by a customer service agent all the time.
While this method has been working, it has its challenges. Fatigue, negative emotions or biases can affect a customer service agent. These factors may affect the quality and effectiveness of the customer service.
Chatbots are automated and not affected by emotions or fatigue. They respond to user messages based on set facts and procedures. Most casinos use impersonal chatbots, which are not intelligent.
However, advancement in technology is enabling online casinos to utilize intelligent chatbots. These chatbots integrate technologies such as Natural Language Processing (NLP) and deep learning to understand customer messages and respond appropriately.
Intelligent chatbots are trained to understand customer messages and emotions expressed in text or sound and respond with empathy.
An Intelligent chatbot can serve many customers at the same time. The chatbot can help a casino reduce its customer service workforce and channel the revenue to other casino areas. Intelligent chatbots are still being enhanced and require close monitoring.
Supporting responsible gaming
Gambling addiction among casino players has been a significant concern for a long time. Governments and lobby groups are helping players overcome gambling addiction by encouraging responsible gambling. This method has made a considerable impact but hasn’t been successful.
Some online casinos have also joined in advocating for responsible gambling by leveraging AI technology. These casinos deploy AI systems that monitor player behaviour and compare it to the known behaviours of gambling addicts. If their data matches, the casino system may advise the player to take a break, go slow on a game, or even restrict a player from playing for some hours.
For example, the casino system administrator may set an AI system that anyone who plays daily and keeps losing all along and exhibits certain behaviours is potentially addicted to gambling.
Intelligent casino systems can help to mitigate gambling addiction and improve the overall well-being of players. However, casinos that thrive on players’ gambling addiction may notice a reduction in revenues since player time or expenditure may reduce.
Identification of cheating players
Online casinos, unlike land-based casinos, cannot effectively monitor many online players. Computer geeks can deploy AI bots that monitor game results and use the data to calculate probabilities within seconds and help them gain a winning edge over the online casino. This method leads to unfair play and may result in enormous losses for the casino.
Online casinos also integrate AI in their systems to analyze player data and compare it with data patterns that constitute fair or unfair play. If the analysis reveals an abnormality, the casino management can suspend the user account as they further investigate player activities.
Keeping players engaged
Online casinos are also using AI to keep players engaged for more extended and healthy periods. They achieve this by monitoring which games a player prefers, how they transition from one game to another, and how long they take in each game.
When the system detects the player is about to stop playing, it offers them another game with a bonus or at a discount. Some AI systems automatically customize each player’s interface to show the games they prefer to play. This method keeps players engaged and helps drive sales and revenue.
Artificial Intelligence is a growing field and has a wide application in many industries. Online casinos are leveraging this technology to enhance player experience, drive sales, mitigate fraudulent activities, and support responsible gambling. Soon, we will see a deeper integration of AI into online casinos as technology becomes a key driver of their revenues.
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