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Sinitic AI automates customer support for Asia’s iGaming industry

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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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ASUS ROG BECOMES THE OFFICIAL PARTNER OF TEAM VITALITY

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Leading French club Team Vitality and ASUS Republic Of Gamers (ROG), an iconic global brand in the gaming technology industry, are pleased to announce their partnership until the end of 2026. The partnership includes the use of ROG’s industry-leading peripherals including keyboards, mice, mice mats & headsets for Team Vitality’s elite Counter-Strike 2 and VALORANT rosters.

United by a shared ambition, the two entities aspire to reach the top of the podiums at the biggest international esports competitions, with ROG’s products providing advanced technology and unparalleled quality for the club’s FPS teams.

TEAM VITALITY ROSTERS POWERED BY PERIPHERALS LEADER

Team Vitality is delighted to welcome ROG as an official partner. During competitions, ROG logo will be included on the left sleeve of the official jerseys of the CS2 and VALORANT teams.

ROG, recognized as an essential reference in the world of esports, offers equipment that combines durability, performance, ergonomics, and precision – essential qualities to excel at the highest level. The brand has already supported prestigious esports teams.

Official Team Vitality player gear includes:

  • The ROG Delta II headset, guaranteeing clear and flawless communication.
  • ROG Keris II Ace mouse, offering unrivaled precision and comfort with a pro-approved shape and leading technology.
  • ROG Hone Ace XXL mouse pad, providing players with a wide surface for movement consistency and control.
  • The ROG Falchion ACE HFX keyboard, incorporating Rapid Trigger technology, specially designed for gamers.

These products will allow gamers to achieve optimal performance: ultra-responsive keyboards, high-precision mice adapted to different gaming strategies, and headsets ensuring impeccable communication.

Aiming to establish new standards for players and fans worldwide, the collaboration will series of exciting activations that will be carried out throughout the year during key international events, bringing together esports enthusiasts, Team Vitality supporters, and the broader gaming community

Over the course of the year, the club will integrate ROG into its communications, particularly on its X accounts dedicated to Counter-Strike and VALORANT, as well as across its other social media platforms

We are delighted to welcome such a prestigious brand as ROG to Team Vitality! This partnership mirrors our standards and ambitions: to equip our players and our staff with cutting-edge peripherals, offering precision, responsiveness, and comfort, whilst also supporting our international development strategy. 2025 is going to be an exciting year for VALORANT and CS2, and this partnership will guarantee unmissable activations for all our fans.” explains Nicolas Maurer, CEO of Team Vitality.

“We are proud to collaborate with Team Vitality, an organization that shares our values of excellence and innovation. This partnership offers us a unique opportunity to be closer to professional players, enabling us to further understand their needs and refine our products to meet the highest expectations. Together, we want to inspire the gaming community and help elevate esports to greater heights,” stated Kris Huang, General Manager of the ROG Gaming Gear and Accessory Business Unit.

AIMING FOR NEW HEIGHTS IN THE ESPORTS SCENE

Following a successful 2024, Team Vitality aspires to reach even greater heights in 2025. The partnership with ROG unlocks a range of opportunities to enhance the club’s global visibility and further its ambitious goals on the world stage.

This year’s international esports calendar features unmissable events for fans, including the two CS2 Majors and the VALORANT Champions, which will be held in Paris next September. With star-studded roasters boasting talents such as Derke, Sayf, zywOo, and apEX, Team Vitality is ready to shine and offer ROG unprecedented visibility among its global community of 13 million fans.

By joining forces, Team Vitality and ROG are sending a strong message: esports is a dynamic, innovative, and increasingly attractive sector for brands. This strategic partnership will engage millions of fans worldwide while creating unique opportunities for impactful activations, engaging content, and memorable experiences.

The post ASUS ROG BECOMES THE OFFICIAL PARTNER OF TEAM VITALITY appeared first on European Gaming Industry News.

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High Roller Technologies Welcomes Kristofer Muscat as Chief Operating Officer

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High Roller Technologies, Inc. (“High Roller” and the “Company”) (NYSE American: ROLR), operator of www.HighRoller.com and www.Fruta.com, each a premium brand in online gaming and a destination for high rollers, is pleased to announce the appointment of Kristofer Muscat as its new Chief Operating Officer, effective January 5th, 2025. In this role, Mr. Muscat will oversee operational strategy, drive growth initiatives, and enhance High Roller’s commitment to delivering premium experiences in the online gambling and iCasino gaming industry.

“Kristofer’s operational expertise in the gambling industry and his proven track record of driving growth through innovation will be instrumental as we continue development of our technologies focused on machine learning to automate key functionality to enhance the player experience and reduce operational overhead,” said Ben Clemes, CEO of High Roller Technologies. “His leadership will play a vital role in optimizing our operations and enhancing our mission to provide engaging, seamless, and world-class experiences for our users.”

Mr. Muscat brings a wealth of industry experience to High Roller. As the former Chief Operating Officer of Eastrock Group, he was pivotal in streamlining operations across offices in Sweden, Malta, and Hong Kong. He successfully enhanced efficiency, built customer-centric cultures, and supported Eastrock’s expansion in the competitive iGaming sector. His leadership at Eastrock reinforced his reputation as a forward-thinking executive with a deep understanding of operational excellence in the gambling industry. Prior to Eastrock, Mr. Muscat held a management position at Bally’s.

“I am so excited to be joining High Roller at such a pivotal time in the company’s evolution. The team’s vision for innovation and their unwavering focus on creating exceptional experiences for players perfectly align with my values and expertise. I am eager to leverage my background in operations and strategy to help drive growth, strengthen High Roller’s position as an industry leader, and elevate the brand’s appeal to high-stakes players around the globe.” commented Kristofer Muscat, new COO of High Roller Technologies.

The post High Roller Technologies Welcomes Kristofer Muscat as Chief Operating Officer appeared first on European Gaming Industry News.

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Robin ‘ropz’ Kool joins Team Vitality’s CS2 roster

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Team Vitality is thrilled to announce the signing of global esports star and former FaZe Clan player Robin ‘ropz’ Kool to their CS2 roster.

Ropz is one of the most decorated Counter-Strike players on the circuit, having secured numerous victories, a plethora of MVP honours, and building a strong reputation for precision, consistency, and success. His experience, coupled with his superb understanding of CS2, will bolster Team Vitality in the club’s hunt for success in 2025.

  • Robin ‘ropz’ Kool, the 25-year-old Estonian, has officially joined Team Vitality’s CS2 roster.
  • With Ropz’s addition to the team, the rosters current rifler Lotan ‘Spinx’ Giladi will be moved to the inactive roster.
  • The move further positions the French club as one of the most formidable teams in the space, following on from the Intel Extreme Masters Cologne win in 2024, underscoring the organisation’s commitment to success in CS2.
  • Ropz is widely regarded as one of the most skilled CS2 players worldwide, with a career highlighted by numerous tournament wins, MVP accolades, and a legacy of consistent and high-level performance. Known for his tactical expertise, adaptability and sharpshooting, he brings a wealth of experience to Team Vitality.
  • The French club’s roster now boasts an elite combination of in-game expertise, strategic minds, and sheer firepower, positioning them as one of the most forbidding rosters globally. The roster now consists of Dan ‘apEX’ Madesclaire, Mathieu ‘ZywOo’ Herbaut, Shahar ‘flameZ’ Shushan, William ‘mezii’ Merriman, and Robin ‘ropz’ Kool. The team will be coached by Rémy “XTQZZZ” Quoniam and assistant coach Mathieu “MaT” Leber, and led by new Team Manager, Amy May ‘Aphiren’ Snowdon.
  • The roster will first be seen in action during the BLAST Bounty Spring 2025: Closed Qualifier later in January.

“Signing ropz is the culmination of several years of discussions and mutual respect. We have followed his journey with great admiration, and this year, the stars aligned for him to join us. We understand that he’s leaving more than just a team behind – he’s leaving a family. We’re determined to show him that he made the right choice. He fits perfectly into our vision, with the ambition to make history and build a legacy for the club on CS,” explains Fabien “Neo” Devide, President of Team Vitality. “His experience, versatility, and game intelligence are invaluable assets. He is a player with a heart of gold, one of the most inspiring figures in the history of Counter-Strike, and someone who truly embodies the values we stand for. With him, we are solidifying our place among the global elite of CS, and this is an incredible opportunity for Team Vitality.”

The post Robin ‘ropz’ Kool joins Team Vitality’s CS2 roster appeared first on European Gaming Industry News.

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