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Sinitic AI automates customer support for Asia’s iGaming industry

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Sinitic automates customer support for Asia’s iGaming industryReading Time: 3 minutes

Sinitic AI-enabled system solves Asian iGaming customer support automation’s 4 biggest problems

 

TAIPEI, August, 2018 – Natural language processing (NLP) company Sinitic has announced the launch of a customized customer support automation solution for the iGaming industry in Asia.

Sinitic’s solution is artificial intelligence (AI)-enabled and targets the biggest pain points for customer support automation for iGaming operators.

Because of unique market factors, customer support costs currently make up 50-60% of an Asian iGaming company’s Costs of Goods Sold. These costs are particularly high as companies tend to centralize their operations in the few regulated markets and therefore need to import a large number of staff for multilingual customer support teams.

Sinitic’s AI-enabled chatbots – conversational assistants that assist human customer support staff – give businesses the power to control and reduce these operational costs while expanding profits.

After analyzing several iGaming operators’ data, Sinitic discovered that, on average, 75% of chat is just mundane chit-chat, or FAQs. Only 22 percent is what is termed multiturn, or longer-form complaints. This means that 75% of the total customer support costs are being wasted on easy-to-automate conversations.

The Sinitic product suite streamlines operations by addressing the four biggest challenges for automation projects:

1. Operators spend months labelling their chat history so it can be used for chatbot dialogue. Sinitic’s BotBuilderTM uses a deep-learning algorithm to rapidly convert chat history into chatbot dialogue in a matter of hours.
2. Artificial intelligence can help increase agent productivity. Sinitic’s ChatCentreTM offers advanced features for agent aliases, multi-brand and language management, as well as agent and customer sentiment analysis.
3. The Sinitic CaseManagerTM combines chat and case management, allowing agents to focus on the most urgent customer complaints.
4. Lastly, the Sinitic BotTrainerTM fixes confused chatbots and automatically improves bots’ natural language understanding.

The entire product suite is powered with the SiniticNLPTM engine, which aggregates terminology from hundreds of thousands of chats from the iGaming industry, and supports key Asian languages such as Simplified Chinese, Traditional Chinese, Vietnamese, Thai, Japanese, and Bahasa Indonesia, among others. Crucially, it also uses a proprietary deep-learning algorithm to understand mixed languages including Chinglish, Taglish, and Singlish.

The accuracy is impressive. For a company that receives over 900,000 messages per day, SiniticNLPTM delivered 11% higher Chinese language understanding compared with Microsoft LUIS, using the exact same data without any additional training.

Big spending on software with no automation capability

In Asia, customer support tends to be via messaging platforms such as WeChat or Line, which means iGaming operators need customer support software that integrates support for all chat platforms. However, iGaming companies in the region have typically repurposed limited tools such as Zendesk for their customer support, which not only costs between $3,000 and $6,000 a month but is ill-suited for the iGaming environment. For example, it does not support multiple aliases for agents who may work across several brands, and does not offer chatbots capable of understanding Asian languages.

Another unique feature of the iGaming industry is that operators often do not wish to reveal that they are using chatbots. In the instance that the bot does not understand a question, a human agent will take over the conversation seamlessly, with the same name as the chatbot.

Sinitic has already signed with several Asian-facing operators, who will use the company’s proprietary AI-enabled products for customer support automation.

 

ABOUT SINITIC:

With a pedigree in the banking and system integrator industries, Sinitic is a fast-growing, niche-focused Software-as-a-Service (SaaS) business. The company is headed by Curtis Matlock, a software sales director with experience adapting the SaaS business model to markets in Asia-Pacific, and Albert Zhuang, an award-winning computer science graduate from the National Taiwan University. Zhuang’s master thesis on coreference resolution won first distinction from the Association for Computational Linguistics and Chinese Language Understanding.

To learn more, visit sinitic.ai.


Source: Latest News on European Gaming Media Network

George Miller (Gyorgy Molnar) started his career in content marketing and has started working as an Editor/Content Manager for our company in 2016. George has acquired many experiences when it comes to interviews and newsworthy content becoming Head of Content in 2017. He is responsible for the news being shared on multiple websites that are part of the European Gaming Media Network.

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Gaming Americas Weekly Roundup – April 14-20

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Welcome to our weekly roundup of American gambling news again! Here, we are going through the weekly highlights of the American gambling industry which include the latest news and new partnerships. Read on and get updated.

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H. Betti Industries Inc, the leading distributor of amusement and gaming equipment and parts, has announced the appointment of Todd Cravens as President of Betson Gaming. In this expanded leadership role, Cravens will oversee all aspects of its growing gaming division, with a focus on expanding market share, building the product portfolio and accelerating growth in new and existing markets. Since joining the Company in January 2025 as SVP of Gaming, Cravens has made an immediate and measurable impact across the business. His leadership has helped sharpen Betson’s gaming strategy, align the team and focus on new revenue streams, while also bringing operational discipline and strategic vision to other areas of the company.

The Michigan Gaming Control Board has initiated investigations into unlicensed sports prediction markets operating within the state. These platforms, which bypass Michigan’s regulatory framework, have raised significant concerns about consumer protections. Michigan’s investigations align with similar actions already taken by other state regulatory bodies and focus on how this form of unlicensed sports betting may jeopardize the integrity of Michigan’s legal sports betting system. The unlicensed platforms offer what they describe as innovative financial products that allow users to trade their predictions on the outcomes of sports events. By sidestepping the regulatory protections of Michigan’s legal sports betting market, these platforms pose a serious risk to consumers. They create potential confusion among bettors and blur the line between sports betting as entertainment and sports betting as a financial trading vehicle.

Partnerships

Bragg Gaming Group announced the acquisition of a strategic equity stake in, and the signing of an exclusive content partnership with RapidPlay, a specialist Brazilian game development studio renowned for its localised, high-performance online casino content tailored to Brazilian and the broader Latin American market. Under the terms of the agreement, Bragg receives an equity stake in RapidPlay and has entered into an exclusive commercial distribution agreement with RapidPlay at standard market terms. The agreement allows Bragg to integrate and offer RapidPlay’s full content portfolio through its expanding base of licensed Brazilian operators.

PrizePicks has renewed its partnership with the Atlanta Braves, reaffirming its position as the club’s Official Daily Fantasy Sports Partner. This new three-year agreement reinforces the longstanding relationship between the two Atlanta-based powerhouses, building on a successful collaboration that began in 2020. As part of the partnership, PrizePicks branding will be prominently featured throughout Truist Park with a combination of static and LED signage. The company will also retain access to exclusive VIP experiences for business needs and will continue its popular “PrizePicks Pick of the Game” segment, which airs on the Braves Radio Network pregame show before all regular season games.

SCCG Management has become the sponsor of SFT Combat, one of Brazil’s premier MMA promotions. As a long-time client partner, SFT Combat continues to push boundaries in the world of professional fighting, delivering high-quality events that captivate both local and global audiences. The sponsorship reflects a strategic investment in Brazil’s sports and gaming ecosystem, where MMA plays a central role in both cultural identity and entertainment value.

The post Gaming Americas Weekly Roundup – April 14-20 appeared first on European Gaming Industry News.

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Paysecure wins “Best Online Payment Service 2025” at SiGMA Americas Awards

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Paysecure has been named Best Online Payment Service 2025 at SiGMA Americas Awards, held during the opening night of the SiGMA Americas event at the Transamerica Expo Center in São Paulo.  

The awards ceremony, hosted by BetConstruct and held on April 7th, brought together leading names in the iGaming, fintech, and digital payments industries to celebrate excellence and innovation. The Best Online Payment Service award, presented in association with Megaposta, recognized companies offering outstanding online payment infrastructure. Paysecure was selected among strong contenders including Online IPS, Nuvei, Payment.Center, and Payku.

Paysecure’s solutions include its unified payments hub, designed to simplify operations for merchants in various sectors, Host-2-Host integrations, cashier services, and plug-in modules for seamless deployment on external platforms. With PCI DSS certification, a focus on 360-degree user trust, and advanced tech capabilities, Paysecure empowers merchants to optimize their payment operations with full control and transparency.

“This award is a testament to our mission: delivering payment technology that is smart, secure, and scalable”, said Viktoriia Degtiarova, Co-founder and CCO of Paysecure, who attended the ceremony alongside Sridhar Sethuraman, Co-founder and COO.

“It’s an incredible honor to be recognized at SiGMA Americas, especially amongst such outstanding peers.”

This year, Paysecure exhibited at Booth N115, showcasing its orchestration platform, global PSP coverage, and market-specific solutions tailored for LATAM and beyond. To learn more about Paysecure and its payment orchestration platform, contact the team at: paysecure.net/contact-us/

 

The post Paysecure wins “Best Online Payment Service 2025” at SiGMA Americas Awards appeared first on European Gaming Industry News.

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ACR POKER’S NEXT HIGH STAKES ADVENTURE TAKES PLAYERS TO MONTENEGRO FOR PRESTIGIOUS SUPER HIGH ROLLER SERIES

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Two $110,000+ Montenegro packages available during ACR Poker’s Main Satellite on Sunday, April 27th


 The next chapter of ACR Poker’s High Stakes Adventure is taking shape. Two players are set to win their way to stunning Montenegro in Southeast Europe to compete against top poker pros and high stakes legends for huge prizes during the prestigious Super High Roller Series, scheduled for May 13th to 27th.

Through ACR Poker’s Main Satellite on Sunday, April 27th at 2:05pm ET, the High Stakes Adventure: Montenegro is guaranteeing two all-inclusive packages, each covering $110,000 in tournament buy-ins / entry fees, plus added business-class airfare, and a 5-night stay at the luxurious Maestral Resort & Casino.

“The High Stakes Adventure is all about creating opportunities for players to escape the ordinary and play alongside poker’s elite in incredible destinations,” said ACR Pro Chris Moneymaker. “I can still feel the energy from my deep run in Montenegro last year, and I’ve got a good feeling this event is going to be just as unforgettable. If you missed your chance to win a South Korea package earlier this year, this is your chance to get in the game.”

Moneymaker is no stranger to the high-stakes scene in Montenegro, having won last year’s Triton Poker Super High Roller Series $25,000 buy-in event for $903,000. Meanwhile, fellow ACR Pro Nacho Barbero also made waves this year during the Triton Poker Super High Roller Series Jeju, finishing 7th in the $100,000 buy-in Main Event, earning $946,000, plus cashing in four other events.

The High Stakes Adventure: Montenegro package winners will have the flexibility to split their $110,000 buy-in budget across multiple events or go all-in on a single high-stakes tourney. Off the felt, players can look forward to exploring Montenegro’s rich history, stunning landscapes and vibrant culture.

This latest satellite follows the success of ACR Poker’s High Stakes Adventure: South Korea earlier this year, where two $110,000 packages were awarded to players for the Super High Roller Series Jeju. Players looking to follow in their footsteps and compete for the Montenegro packages can buy into the Main Satellite for $2,650 or qualify for less through satellites running on ACR Poker this month.

For more details on the High Stakes Adventure: Montenegro, visit the promo page at ACRPoker.eu.

 

The post ACR POKER’S NEXT HIGH STAKES ADVENTURE TAKES PLAYERS TO MONTENEGRO FOR PRESTIGIOUS SUPER HIGH ROLLER SERIES appeared first on European Gaming Industry News.

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