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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.
Definitely yes. As long as it is correctly created and the data are precise and up-to -date with their terms and other information related to gambling and their site.
Usually (if not always), AI chatbots uses keywords from the client to give answer or more options which is used to elaborate the case even more.
Moreover, having a chat bot does not mean that there is no live chat support agent present. It is best if both is available as what you also said.