How AI Enhances Safe Personalised Online Gambling in 2023

In a recent report, leading gambling developer SoftSwiss shared their experiences and findings from the application of AI (artificial intelligence) to the challenge of creating a safe online gambling sector that allows for business growth while protecting any at-risk individuals.

Speaking of their experience, Vitali Matsukevich, COO at SOFTSWISS, said:

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“Being innovators in the field, we continuously explore and test emerging tools, adapting worldwide trends to enhance the iGaming experience. The enormous potential of AI lies in its ability to optimise repetitive tasks and handle big data, improving overall efficiency.”

With the importance of safer gambling to the maturation and acceptance of the online gambling industry, casino software developers and operators constantly seek new ways to protect players. Join us as we delve into two key areas highlighted by SoftSwiss in their post about AI.

Real-Time, In-depth Data Review

When creating a safe gambling environment, operators need to be able to process large volumes of data to uncover changes in player behaviours, unusual betting patterns and signs of bonus abuse.

According to SoftSwiss, through the application of AI, they were able to process 61,810 fraud-related queries valued at more than €16 million.

Matsukevich commented:

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“AI is an effective tool for analysing large data sets in real-time, but the final decision still should be left to an expert. While AI offers speed and efficiency, relying solely on AI for business decisions may not be advisable.”

This fantastic result was achieved thanks to the real-time data analysis tool the company's Research and Development (R&D) division created. These tools were used to trawl the data, highlight the most likely problem cases, and prioritise their investigation by the anti-fraud teams.

The R&D team also developed a Business Metrics Monitoring and Management (BM3) toolset. This machine-learning program monitors problematic changes in business processes that could lead to losses and presents them to the relevant teams for manual review.

 Personalised Gambling Content Management

A fantastic new service called Dossier has been implemented to analyse player behaviour and determine which games, offer types, and even experiences will best serve to entertain the individual.

Matsukevich added:

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"When it comes to players, this approach helps reduce the time between bets and increase their amounts and player LTV. When players easily find exciting events tailored to their preferences, their gaming experience becomes more enjoyable.”

This technology has already been successfully used to offer fans event-based gambling opportunities, updates and promotions focusing on the event. This focus on customer entertainment and personalisation is simply not possible without the ability AI has to ingest masses of live data and quickly return player-centric suggestions.

The Importance of Maintaining a Human Touch

While the company recognises that AI is a helpful tool for quickly and efficiently processing large volumes of user data, having a natural person overseeing the decision-making processes that impact the players is necessary.

Matsukevich clarified this by saying:

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“We exercise prudence when integrating AI into decision-making processes, recognising that unforeseen outcomes could result in financial losses. Striking the right balance between leveraging AI’s capabilities and maintaining human oversight is crucial to ensuring sustained growth and success.”

By ensuring that machine learning and AI are leveraged correctly, they can ensure that online gamblers can continue to enjoy instant games safely while protecting at-risk individuals and maintaining a robust and commercially viable industry.