This webinar tackles the real tension operators face: AI is excellent at handling volume, triaging requests, and resolving straightforward queries at speed. But iGaming isn't a straightforward industry. VIPs have specific requirements; they like to feel recognized.

Talking to AI tools isn't always the right thing.

Key points covered:

Why 'AI-first' doesn't mean 'AI-only;

There's a growing temptation among operators to push automation rates as high as possible to offset rising costs and tax pressure. That works for password resets and bonus inquiries. It falls apart in the VIP model, where most operators have hosts that look after several VIPs. We'll examine this tension and see how operators are managing it.

The handoff is the product.

Most operators treat the AI-to-human handoff as a fallback, a failure state that happens when the bot gets stuck. The best operators treat it as a designed experience. The human agent should already have the full conversation history, the player's account context, and an AI-generated summary of what's been attempted, thus ensuring no repetition.

How AI is improving overall support functions.

Practical insights from speakers about how they're deploying AI into their support operations.