AGI Support Chatbots: The Future of Online Casino Service?

We have all encountered an online chat at one point or another. They have rapidly become the go-to channel for accessing support on websites. This is particularly true in the online casino industry, where having a direct customer support phone number is pretty much pointless these days, as all interactions are handled through live chat.

There are benefits to live chat, of course, because it can run 24/7 and is far less costly than having someone physically manning the phones. However, it is now even more common for the first point of contact on a live chat to be with an AI chatbot. They act as a gatekeeper to the service, helping direct users to relevant answers and only connecting them to contact a real agent if necessary. But can AGI make that final step obsolete as well?

The Ever-Changing Landscape
The online casino industry is rapidly evolving worldwide. It’s vastly different to what it was just two decades ago, as there have been big developments in the quality of graphics, game mechanics, and – perhaps most importantly – the speed and ease of online payments. Today, many leading gambling sites support casino PayPal deposit options, along with fast methods like Apple Pay, Boku, and more. But what if in the future there were queries about transactions and their limits, and AGI was running the show?

About AGI
Once realised, AGI is expected to deliver a much more efficient, broader scope of processing power than what the current narrow AI is. It’s called narrow AI because it’s very good at being task-specific.

But what it can’t do is adapt, think and rationalise in the way a human can. AGI, in contrast, will be the closest to human-like intelligence, as it won’t be task-specific. It will carry previous learning forward, adapt it and work with it for new tasks that are set, but where could this help to improve online casino chatbots?

Getting Personal
Generative AI has been transformative in the way that we interact with systems on the internet. But the ones that are around at the moment aren’t exactly great at understanding any nuance, or more complex questions that need multi-part processing. Currently, asking a chatbot a question about a particular payment method may result in it only providing rote information about all payment systems instead of being specific.

But with AGI, the interaction with the chatbot should feel a lot more human, because it will be better adept at understanding the nuances of questions. It will lean more into things like the emotions behind a question and even pull from the customer’s playing experience to help them answer more concisely with more relevance.

A Friendly Accomplice
A better way to think of the future of AGI in chatbots is to think of them as being more of a personal assistant during your casino experience than anything. An AGI interface that interacts with you as you play, teaching you as you go along and giving you advice about strategies and risk percentages, would be a game-changer.

By analysing bets a player is making, the time they are taking to hit the spin button, and what results have been happening in the game, AGI could provide some proactive insights by understanding the player’s emotional state. If it concludes that the player is frustrated after a series of near misses on bonuses, then it could pop up with a suggestion to stop gambling, similar to the kind of human interaction and support you would expect from a concerned friend.

All of this ties back into how the AGI would answer questions and interact with the user because it will be more empathetic than narrow AI. Again, in the situation where a player is losing, it could tap into genuinely compassionate words of wisdom personal to each player, rather than just giving generic responses. The AGI chat would be perfectly tailored to the player, and that would naturally create a big rapport with that interface.

Solving Problems
People turn to support chatbots in search of answers, of course. AGI would be able to handle this far more efficiently than any current chatbot could, and take technology to the point where it can do everything that a human customer support rep could do. AGI could handle complex questions, detailed disputes and help to clear up any account problems because of its greater level of understanding.

What’s important behind all that is being able to analyse the history of everything that a player has done, and spot patterns and therefore solutions. An AGI chatbot would possess the ability to learn from all of the interactions that it has previously had, without the requirement of explicit programming and continuously learn for self-improvement.

Main image by Michał Parzuchowski on Unsplash