Good customer service can increase the casino's rating and become one of the most popular and trusted casinos, so it is hoped that the casino can become big too.
But maybe the casino has its considerations in using AI support services and maybe to reduce the cost factor of hiring support personnel previously used by casinos. And the difference between using people as service agents and AI is that users can get answers directly and talk directly to those agents to get satisfactory answers.
Can AI understand and resolve the gambler's problems? I do not think so. Yes, by using Artificial Intelligence bots they can increase their response time but the AI won't be able to resolve the queries. It can be used to create tickets etc.
The AI chatbot can then forward the customer's queries to real service agents who can resolve people's issues.
I would say that customer care and support should be the main focus of the casino and they can use a mixture of AI and humans to cater to the needs of the gambling casinos.
In fact, casinos that use AI as a fast response support service will not be separated from the original support team, of course the casino has considered all of that.
So that the comfort of customers is maintained peacefully and proudly when the casino uses mixing AI with genuine service support that quickly overcomes all problems experienced.
It's very rare for a casino to just put AI in customer support without mixing in from a genuine customer support team