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If you are an online casino enthusiast chances are you have encountered the "Hi, I'm Julie! Welcome to our casino and what can I do for you?" message. This is by no means a real person and is in fact a chatbot, a specialized online tool based on AI technology to ensure quick answers for users. The use of chatbots in online casinos is becoming increasingly prevalent whether for customer support or moderating various aspects of casinos.
Are some casinos relying on chatbots too much? Is this digital tool replacing the actual human factor of casino customer service and management? Let us talk about casino chatbot uses in customer service and live casinos as well as their advantages and disadvantages.
Casino Chatbots are fully automated AI software services that can have conversations with users about inquiries that are troubling them. They act as a pseudo-customer care program, allowing players to ask about aspects of the casino and their problems. The Chatbots then match the keywords of the problem with their database of answers and respond to the player instantly. It is a quick answer system that requires no human contact and is generally much cheaper and requires less work than a full human-based customer care team. Chatbot technology has a lot of potential in various markets, online casinos included.
Furthermore, Chatbots are already established software so they are quite easy to use for companies. Most of them do not even require any coding skills. Moreover, with them being software, they can provide 24/7 customer service, advertisements, and basic FAQ answers on the fly. They are an excellent blend of AI technology, databases, and keyword usage.
But are they the best solution to use for casino customer care?
Chatbots certainly have their benefits which we are about to cover. However, there are also negative sides to using them stand-alone on online casino platforms. Let us start with the positives.
Chatbots are some of the quickest ways to provide answers to player inquiries. They are practical and can fetch swift solutions to problems if those solutions are found in their database. Any questions about rules, technicalities, settings, limits, etc., can be solved almost immediately. They are also excellent at redirecting players to other locations on the site like the FAQs, banking pages, specific games, and so on. They are a 24/7 automated customer support front that is highly proficient in fetching answers for certain problems.
This is where the problem lies as Chatbots are not able to handle all inquiries and problems. They should instead be used in combination with actual human-based customer support as Chatbots cannot tackle more abstract problems. If there is a more intricate scenario that includes some specific request, a human professional would be much more suited to the job. Additionally, Chatbots can cause user frustration when the user encounters a bug or a lack of an answer to their specific question. This can lead to negative reviews and unhappy customers.
Therefore, balance is key when utilizing Chatbots in casinos. They should be used in tandem with actual human-based support.
Another aspect of using Chatbots is in live dealer casinos and live casino games. Usually speaking, there is a chat box option in live casino games where players can interact. This interaction extends to messaging both other players and the dealer. Since this is a live-streaming project, the moderation of the chat box is crucial to avoid any unpleasant messages or profanity. This is where chatbots come in to automatically moderate the chat.
This moderation comes in many forms but the most popular is removing inappropriate messages. Furthermore, live casino Chatbots also moderate spam, mute users who break chat box rules, and ban players whose behavior cannot be moderated. This is something that human moderators have done for the longest time but Chatbots are becoming much more effective in this. This is because the keyword technology works much better in chat moderation than in customer service.
Of course, there are some scenarios that require the attention of a human admin or moderator. However, Chatbots are definitely helpful in these live-streaming situations.
We have covered a few uses for Chatbots in modern online casinos. When it comes to customer care, there are many benefits and disadvantages to using them. It seems that they work best when used in combination with actual human support teams. When it comes to their uses in live casinos, they can be a huge help to the live dealer chat administration team to keep the chat box clean and safe for users.
Overall, the various AI Chatbot technologies can work wonders in an online casino environment. However, they should not be used to replace human-based services but aid them in combination.
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