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.
Support services that use AI provide a choice of questions that are commonly faced by gamblers so that gamblers choose those questions. But if from the list of questions that are not questions that gamblers want to ask, then gamblers contact a support service agent to help them.
Indeed, AI has not been able to solve questions from users because perhaps it has not been programmed to be able to interact directly or the technology has not yet reached that stage. But using AI assistance for support services can be a casino tool to answer common questions that users usually ask.
So using AI for support services is optional and casinos can use it or stick with real support services.