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April 27, 2021

The applications of Artificial Intelligence in the casino industry

When we talk about the applications and potential of Artificial Intelligence, we tend to place it in fields such as finance, healthcare, smartphones, automotive, or manufacturing. According to Grandview Research, the global AI market size is expected to grow at a CAGR of 42% between 2020 and 2027, and that doesn’t come as a surprise, considering that major companies like Google, Facebook (News - Alert), and Amazon are investing heavily in it. Our perception as consumers is starting to change too, and AI no longer seems to fit that crazy sci-fi scenario where robots are taking over our lives. At the same time, it’s also worth noting that AI is changing the way we interact with brands from all fields, not just those that we traditionally perceive as “techy.” For example, many people have noticed how the casino industry has changed recently, but few realize that the biggest improvements have been thanks to Artificial Intelligence.

We may not associate the gambling industry with AI but, if we look back at history, we’ll see that they intersected a long time ago. In 1996, world chess champion Garry Kasparov lost a game for the first time to an IBM computer. In 2017, Libratus, an AI-based computer designed to play poker beat poker masters the likes of Dong Kim and Jason Les. In 2021, the online casino industry as we know it is thriving, to the point of almost replacing brick-and-mortar casinos in some regions, and part of this success is due to AI.

The connection between the two might seem surprising, but gambling is actually one of the most innovation-driven industries, and it’s very open towards digital transformation. Let’s have a look at the top ways in which AI has shaped the casino industry recently:

AI helps casinos understand player preferences.

It’s important for modern players to know which online casinos to choose for the best gambling experience, and it’s equally important for operators to understand player preferences in order to satisfy the highest demands. Before the advent of AI, that was rather difficult, and the process of collecting data for feedback purposes was too time-consuming.

All that changed with AI because online casinos can now analyze player behavior and use this data to enhance the games and the casino experience as a whole. For example, AI can find out which players prefer which games and what prompts them to stop playing. At the same time, AI can also help operators better understand how to boost loyalty by analyzing the way bonuses are claimed. If you now wonder how to choose the best no deposit bonuses at online casinos because there are no many great options available, that’s because casinos use the latest tool to enhance your experience.

What’s also interesting to note is that these enhancements don’t just apply online, but in some land-based casinos too, especially the ones in up-and-coming markets. For example, Dutch casinos are at the forefront of innovation, and, in recent years, their services have been comparable to those in Las Vegas and other casino hotspots.

AI can reduce the risk of cybercrime.

Digital transformation has benefits for both clients and providers, but one side-effect of it is that it leads to an increase in the rate of cybercrime. Platforms where users link their credit cards and make considerable deposits will always be a target to hackers, and tackling this challenge was one of the most important things operators had to do in 2020. According to a recent report, cybercrime will cost the world over $10 trillion every year by 2025, and casinos need to make drastic security improvements to avoid falling victims. AI can help with that on two fronts:

  • AI can detect suspicious activity on the user’s account, so if someone tries to withdraw money on their behalf, the transaction can be stopped.
  • AI analyzes the user’s playing patterns, and if someone tries to cheat the system or other players, they will be blocked from the platform, which offers a fair environment for everyone.

AI encourages responsible gambling.

Enjoyed responsibly, online casinos are fun, and they can also be profitable. But, at the same time, we cannot talk about casinos without addressing one of the biggest challenges associated with it: gambling addiction. Casino operators aren’t oblivious to this problem, which is why their websites have warnings about it and resources to guide players who need help. However, the problem with this approach is that it’s up to the user to acknowledge that they have a problem and seek help, so most of the time, the behavior goes on. Thanks to AI, we could finally change that. Online casinos are working on implementing AI to help fight gambling addiction by analyzing player patterns and, when they spot alarming behavior, they can notify the player, limit their activity, and even block them, in serious cases.

AI provides better customer support.

The applications of AI in customer support are already well-known, and it doesn’t come as a surprise that casinos are some of the first to benefit from them. As fans of gambling know too well, one of the most important factors by which you can differentiate a professional online casino from a shady one is the promptness of customer support. Unfortunately, there are many cases of promising but understaffed casinos that went out of business because they couldn’t get to user queries in time, and that affected their reputability. With AI-based chatbots, this is no longer a problem. Statistically, most user queries refer to simple, routine topics that can easily be answered by AI, so by installing one of these chatbots, online casinos will be able to free up their support teams. This way, they’ll be able to assign human workers to the queries that need closer attention and let artificial intelligence deal with simple questions, such as deposit and withdrawal limits, reporting a bug, or monthly promotions.

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