Latest News
Sinitic AI automates customer support for Asia’s iGaming industry
Reading 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

Latest News
Groove Technologies Shines in Georgia at SmartSoft Partner Event: Culture, Connection, and Collaboration Take Centre Stage
Groove Technologies’ Account Manager Nathalie brought signature energy and excellence to the heart of the Caucasus during a vibrant industry gathering hosted by SmartSoft, one of the region’s most innovative gaming providers.
The event, held under the guidance of SmartSoft’s Regional Commercial Head, Beka Kipiani, unfolded in Tbilisi against a backdrop of Georgian tradition, art, and world-renowned hospitality. Far more than a business meeting, this immersive experience showcased the fusion of iGaming innovation and cultural celebration, reinforcing strong ties between Groove, SmartSoft and other participants.
From high-level strategy discussions to a glamorous Gala Dinner, Nathalie represented Groove with style, joining fellow iGaming leaders for an evening of fine cuisine, live music, and the unmistakable warmth of Georgian camaraderie.
The itinerary didn’t stop at the ballroom. A rich cultural programme took guests through historic landmarks, arts showcases, and curated experiences that brought Georgian heritage to life, echoing the fusion of legacy and future-forward thinking that defines both Groove and SmartSoft.
As part of her visit, Nathalie also took part in a focused meeting and dinner with Groove Georgia’s team, strengthening regional alignment and celebrating the local team’s fast-growing contributions to Groove’s global strategy.
SmartSoft’s innovative collection of arcade-style casino games and premium slots is redefining the casino experience by blending skill-based mechanics with immersive gameplay to create groundbreaking crash-style games and other non-traditional casino content. Among SmartSoft’s most popular titles is JetX, an adrenaline-fueled crash game where players bet on the soaring trajectory of a jet plane. With its thrilling risk-reward mechanics and social multiplayer appeal, JetX has captured the attention of gamers across the world.
Beka Kipiani, SmartSoft’s Regional Commercial Head, added: “Hosting Groove’s Nathalie and our many other industry friends in Georgia was both a pleasure and a privilege. We believe in the power of local pride and global ambition, Groove understands that language. This wasn’t just a company event; it was a celebration of partnership, trust, and shared growth.”
As Groove continues to expand its global network of premium gaming partners, experiences like these highlight the power of in-person collaboration in crafting tomorrow’s success stories. Groove’s 15,000+ game portfolio, powered by 150+ elite providers including SmarttSoft, already stands as one of the most comprehensive in iGaming.
Yahale Meltzer, Co-Founder and COO of Groove Technologies, said: “Groove thrives on relationships; real, human partnerships that evolve beyond emails and dashboards. Events like this give our people, like Nathalie, the chance to connect deeply with partners like SmartSoft, to understand their market, and to share a bit of our Groove DNA while embracing theirs. Georgia delivered beauty, insight, and opportunity in equal measure.”
The post Groove Technologies Shines in Georgia at SmartSoft Partner Event: Culture, Connection, and Collaboration Take Centre Stage appeared first on European Gaming Industry News.
Latest News
BetConstruct to Participate in SBC Summit Lisbon 2025
BetConstruct is going to participate in the SBC Summit Lisbon 2025. The company will showcase its full spectrum of products and solutions and introduce latest innovations at the event.
Held at the Feira Internacional de Lisbon on September 16-18, SBC Summit Lisbon 2025 will unite thousands of delegates, hundreds of exhibitors and top-tier innovators from sports betting, online casino, affiliate marketing and emerging technologies. It is the arena where industry leaders connect, game-changing ideas are shared and the future is set in motion.
BetConstruct will be right at the heart of it, at Stand C120, bringing the full force of innovation, the intelligence of BetConstruct AI and a relentless drive for partner-focused growth. At the core of its platform lies the cutting edge AI suite including CRM AI, Umbrella AI and the Game Recommendation System. By predicting player behaviour, optimising engagement and powering strategies with unmatched precision, its AI ensures partners stay ahead of the game while unlocking the full potential of the BetConstruct ecosystem.
Alongside AI tools and features, the company will present a powerhouse lineup of leading products including Sportsbook, Casino Suite and The Last Battle Universe, as well as other flagship BetConstruct solutions trusted by operators worldwide to power their growth.
BetConstruct’s solutions from immersive gaming experiences to growth-driving tools are built for performance, scalability and flexibility, designed to inspire, engage and empower. At SBC Summit Lisbon, the company will connect with key decision-makers, spark new collaborations and prove why BetConstruct is a driving force in the global iGaming industry. For three dynamic days, expect innovation on the floor and impact beyond it, with strategic side events and activations shaping the industry’s next chapter.
The post BetConstruct to Participate in SBC Summit Lisbon 2025 appeared first on European Gaming Industry News.
Latest News
Ghana’s NLA Introduces New Sticker to Clamp Down on Illegal Lotto Operators
The fight against illegal lotto operations in Ghana continues unabated with a major push led by the Director-General and Management of the National Lottery Authority (NLA).
On August 26, the Authority organised a press conference at Brennan Hall to re-emphasise the ongoing registration exercise for Lotto Writers under registered Private Lotto Operators, a process initially launched on September 18, 2024, under the previous leadership.
As part of the initiative, unique identification stickers are being introduced for all Writers and Agents of Private Lotto Operators (PLOs). This measure is expected to reduce illegal activities in the industry and significantly boost the Authority’s revenue.
Addressing the press, the Director-General, Mr. Mohammed Abdul-Salam, noted the growing difficulty distinguishing legitimate writers from illegal ones. He explained that the introduction of the new sticker system would firmly establish the Authority’s regulatory role. Supported by the Operations and Compliance teams, this initiative will be enforced from September 1, 2025, to clamp down on unlicensed operators.
The Executive Secretary of the Concerned Lotto Agents and Writers Association (CLAAG), Mr. Kwaku Duah, welcomed the development, stressing that it was time for Registered Operators to benefit from the fees they had paid. He further cautioned that any Agent or Writer who fails to comply with the new regulations would not receive their support when caught by the law.
The sticker will display the Agent or Writer’s name, location, phone number and payment details, among other information. A QR code generated upon payment will allow the compliance team to easily verify duly licensed operators during their visits.
Mr. Andrew Tuah, Head of Operations, added that the registration fee of GHC 250 for Lotto Writers was to be renewed annually. In addition to the sticker’s robust security features, which cannot be duplicated, he announced a nationwide sensitisation exercise for the Lotto Writers to familiarise themselves with this app.
The press conference was also attended by the Deputy Director-General, Mr. Eric Yeboah Wadie, the Public Relations Officer of CLAAG, Mr. David Agbeviadeh, members of the Executive Management, Management and Staff of the Authority.
The post Ghana’s NLA Introduces New Sticker to Clamp Down on Illegal Lotto Operators appeared first on European Gaming Industry News.
-
Latest News3 months ago
HIPTHER Movement Launched: Fitness Community & Summer Run-Off Challenge Powered by GameOn
-
Latest News3 months ago
New Resort & Casino Selects IvedaAI for Intelligent Video Surveillance Ahead of Grand Opening
-
Latest News2 months ago
Brand-new projects debuting at iGB L!VE: Casino&You and Win&You Partners!
-
Latest News4 weeks ago
Light & Wonder to Participate in the 2025 Australasian Gaming Expo
-
Latest News3 weeks ago
ReferOn Shortlisted for Acquisition & Retention Partner of the Year at SBC Lisbon 2025
-
Latest News3 months ago
Meridianbet Seals Sponsorship Deal with Aquatic Sports Association of Malta (ASA)
-
Latest News4 weeks ago
Gavin Hamilton Joins Sports & Wellbeing Analytics as Chairman to Accelerate Global Expansion
-
Latest News2 months ago
2025 PUBG MOBILE WORLD CUP KICKS OFF WITH GROUP DRAW AHEAD OF ESPORTS WORLD CUP
You must be logged in to post a comment Login