Watch out, the robots are taking over! I wouldn’t go that far, at least not yet, but there’s no doubt that the latest advancement in technology is creating a buzz in our society.
Artificial Intelligence, or AI as it is more commonly known, has managed to scare a lot of people but let’s be real, it’s far from new. I’m sure most of you have turned to Siri or Alexa for help from time to time and yes, they are both very much a part of the AI family.
Despite already existing, one of the biggest introductions to the mainstream world took place in November last year. This was when ChatGPT entered our lives and became the topic of a lot of water cooler conversations.
Perhaps for the first time, we could see that AI is already way more advanced than most of us expected. Just like with so many of these types of inventions, some people were concerned or scared while others saw the potential in what it could do.
The Casino Industry Moves Fast
One of the industries that has been quick to take advantage of the advances in AI is of course casinos. Both online and land based casinos are using the technology in more than one area. This has not only helped change the way they operate but also how you as a player experience gambling.
You probably haven’t even noticed because of how smoothly AI has been integrated into the way casinos work. Let’s take a look at some of the areas where AI does affect your casino experience.
Clearly one of the most important areas of any casino is security. It’s also a good spot to put AI to use and when it comes to security there are two main sectors to discuss: Digital and Physical.
- Digital – Casinos are using Artificial Intelligence for a variety of tasks. It is fantastic at analyzing player behavior, casino systems, financial transactions and the overall operations.
As AI can analyze information much faster and better than any human, it can easily identify anything suspicious and flag it. This could be anything from a transaction to any level of glitch in the system that could indicate a breach.
The AI will then notify the right people that can investigate the issue even further. Being able to detect any sign of fraud etc that could cause problems for either the casino or the player will always be a top priority for a casino.
- Physical – If you have ever been to Las Vegas or any casino for that matter, you are probably aware of the many cameras, covering every corner. Using facial recognition software, the AI is able to identify, profile and track all players.
All of it can be broken down into the player’s gambling habits, how much they spend and how often they visit the casino. All the information is then gathered in a player profile. Casinos need to be able to identify its players for their own as well as the player’s safety.
2) Responsible Gaming
Keeping an eye on players who are showing signs of possible gambling addiction is required from all licensed casinos. It is a part of the above mentioned security put in place and if there are players spending an alarming amount of money and time at the casino, they will be flagged by the AI.
Should a player be flagged, there are routines in place for how a casino can contact them to discuss any potential issues. For players who experience gambling problems are always able to turn to The National Gambling Support Network.
Responsible gaming is a crucial part of casino gambling and thanks to AI, players should be able to receive help even earlier than before. The industry has been receiving a lot of good feedback for the steps they have taken towards helping players.
3. Customer Support
If a casino has bad customer support, I won’t even give it a chance and I’m pretty sure most players would agree. It can make or break a casino and it’s an area where it is worth the extra investment from management.
As I’m sure you have seen, a lot of casinos use chatbots to take care of the easiest questions from players. Sometimes you just need a quick answer to a simple question and having to wait 5 or more minutes for a support agent to help you is a waste of your precious time.
To be honest, I’m not a fan of the chatbots BUT unless you need to talk to someone, I have to say it is the perfect solution. Most casinos will at least give you the option of being connected to an agent if needed, which I think is only fair.
4. Casino Management
Managing accounts and multiple casino systems is not an easy task and can be extremely time consuming. Having AI take over is very helpful and this allows casinos to automate a lot of processes.
There is a ton of work in terms of complex reports, statistics, databases etc and to have immediate access to the information is crucial. There’s honestly no better man for the job than AI.
What games are people playing? What time are most players active? Which promotions are effective and which are not? Does the Welcome Bonus work or does it have to change?
There are so many factors management needs to be aware of in order to be able to keep up with the competition and provide players with the best product possible.
5) Your Personalized Experience
We all want the best experience for us but our preferences are very individual. What games you play, how you bet, how long and when you play etc separates you from other players. AI is able to create the best experience for you based on all the information it gathers along the way.
Knowing what games you prefer to play, makes it easier to introduce you to new games that are of similar style.
Of course, it’s never a guarantee that it is going to be perfect, but the more you play the more tailormade your experience will be. At least that’s the intention.
All if this is to ensure that your experience is as enjoyable as possible and after all, who doesn’t want that. Also, let me remind you that playing online makes this a lot easier. You won’t be able to get the same tailor made experience when you walk into The Wynn or the MGM, if you know what I mean.
Artificial Intelligence – Yes or No?
As you can see, there are a lot of positive things that come with Artificial Intelligence. The fact that the casino industry is trying its best to use it to the fullest in order to make our experience not only better but also safer, is a win in my book.
Sure, the rapid advancement of AI use is definitely concerning in many ways but any major step in technology throughout history has felt the same.
Do you agree?