I think that both gambling platforms and exchanges would prefer to replace support agents with AI bots, but for now, it's ineffective.
We are getting there. It's going to take a while, but it will happen. There already are many services where you first speak to an AI bot who analyzes your questions and offers answers based on documentation in the site's FAQ, T&Cs, and other sources. Only if they can't solve your problem or you are not satisfied with the support, you can ask to be connected to a human agent who will handle your inquires.