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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.


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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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Key Market Entry at a floor price of $4.5 Million, Casino.jp is on the Market Amid Japan’s iGaming Expansion.

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In an unprecedented move within the iGaming and domain sectors, the sought-after domain name Casino.jp is now open for acquisition for the first time. With a starting price of $4.5 million USD, this domain represents a rare entry point into Japan’s burgeoning gambling market, facilitated by an enterprise-oriented domain brokerage, Domainer.com.

Japan, with its complex gambling laws, is on the brink of a gaming revolution, highlighted by the 2023 approval of the $8.1 Billion casino-centred integrated resort in Osaka. Set to open in 2029, it is a collaboration between MGM Resorts and Orix, as reported by Reuters. This venture is rekindling interest among major operators and investors, eager to explore the untapped Japanese market.

The Catalyst Behind the Buzz

Why should the iGaming and domain communities take notice? For starters, the anticipated opening of the Osaka Resort in 2029 is set to shake up the Asian gambling landscape, currently dominated by Macau. With Macau generating over $22.7 billion USD in 2023 alone, the new resort poses a formidable challenge, promising to divert significant revenue streams with its projected annual earnings of $3.5 billion USD, almost half of that reported by Las Vegas entirely in 2023.

Domain Names: The Gateway to Industry Dominance

The value of premium gambling domain names cannot be overstated, having commanded staggering sums in the past. Icons like Slots.com and Casino.com were sold, in 2010 and 2003 respectively, for as much as $5.5 million USD each, underscoring the critical role of a powerful domain in establishing market presence. “Choosing the right domain is the first step in making a bold market entry,” states Ian Garner Chief Domain Officer of Domainer.com, emphasizing the importance of domains in branding and market visibility. Domainer.com’s recent $15 million USD brokerage of a deal for NFTS.com further illustrates the high stakes involved in domain trading.

Navigating Japan’s Gambling Regulations

While Japan’s gambling laws are currently restrictive, the government is progressively legalizing new forms of betting, including sports-related activities like horse races, boat races, and indoor cycling. However, the online gambling scene remains tightly controlled, with the anticipated legalization in some sectors sparking a significant potential for growth. As regulations evolve, early investment in a domain like Casino.jp could position an entity advantageously, ready to capitalize as the market opens further.

In Conclusion:

Casino.jp is more than a domain—it’s a key to unlocking Japan’s lucrative, yet tightly regulated gambling industry. This is a strategic call to entities poised to establish a foothold in a market on the cusp of substantial regulatory changes. Interested parties are encouraged to contact Ian Garner through Casino.jp’s contact page or directly via Domainer.com to explore this unparalleled investment opportunity.

 

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BGaming donates to Brazilian art institute in support of creative children’s projects

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Popular iGaming content provider BGaming has bolstered its ongoing commitment to grassroots arts by making donations to the A7MA Galeria Institute in Sao Paulo, Brazil, which supports children’s creative development.

As part of its ‘When Art Meets Gaming’ project, BGaming has collaborated with several local artists to create murals for industry events over the last year. For SiGMA Americas in April, the studio also chose to give back to the host city by funding art projects for children.

BGaming made a donation to support three charity initiatives. A portion was donated to coordinate a visit to the A7MA Gallery, where children from the Felicidarte Project took a tour of popular tourist attraction ‘Batman’s Alley’ and learnt about the art. Later, A7MA funded an activity where children were invited to transform the facades of their homes into colourful murals.

Another part of the donation was allocated to renovations for Felicidarte Project’s warehouse space, to revamp the area so it can invite school groups each week and distribute food to the underprivileged areas.

The significant charitable push follows a successful SiGMA Americas in Sao Paulo from 23rd to 26th April, where BGaming collaborated with artistic duo, Clandestinos Art, to reinterpret BGaming’s iconic game heroes, and create a limited edition merchandise collection, branded gifts and their stand design.

Marina Ostrovtsova, CEO at BGaming, said: “At BGaming, it brings us so much joy to see our donations promoting art among the young people of Sao Paulo.

“As we have proven over the past year with our ‘Art Meets Gaming’ project, creativity unites us all and we were delighted to hear how much the children enjoyed the activities provided. We can’t wait to hear about these budding artist’s creations in the future.”

Marcos Ramos Enivo, Artist and Counsellor at A7MA Galeria Institute, said: “We are grateful to BGaming for their support of our work at A7MA. The activities exceeded our expectations, with 47 artists present and 46 facades revitalised by the children.

“It was an absolute success. People in the favelas who are sometimes invisible to the government can now feel seen, recognised and valued.”

 

BGaming is a fast-growing iGaming content provider converting gambling into gaming. Thanks to an expert team and a player-driven approach, the studio creates innovative and engaging products featured on reputable platforms and 1,100+ online casinos worldwide. BGaming is the world’s first to support cryptocurrencies and offer Provably Fair games. Today the brand’s portfolio includes 150+ products with HD graphics and a clear user interface for every device. The studio is also known for its brand exclusives created in partnerships with leading operators in the industry.

The post BGaming donates to Brazilian art institute in support of creative children’s projects appeared first on European Gaming Industry News.

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Global Esports onboards sports psychologist Dr. Michelle Pain to its BGMI Team

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Global Esports, a leader in South Asia’s gaming scene, proudly welcomes Dr. Michelle Pain as the official Sports Psychologist for their newly formed BGMI team (Battlegrounds Mobile India). Dr. Michelle is geared up to facilitate the mental training sessions for the GE players as they embark on the highly-anticipated new BGMI season, the ‘BGIS 2024’ (Battlegrounds Mobile India Series 2024). Her role is centred on cultivating a positive mindset among Esports players, helping them navigate the challenges of competitive gaming while leveraging sports psychology principles. The BGMI lineup includes experienced IGL – Harmandeep “Mavi” along with young talents like Tanjot “Ninjaboi” Singh, Raghuraj “Slug” Singh, Harshit “Beast” Yadav and Akshit “Arclyn” Kumar.

A seasoned private practitioner in sports psychology working in traditional sports, her tenure as a tertiary lecturer at Monash University, Victoria University, and Deakin University adds invaluable experience to her illustrious career. Dr. Pain is also known for her pioneering work in developing innovative and accessible resources tailored for athletes and coaches, such as the acclaimed Pocket Psychology series. She has also authored an eBook ‘Sport Psychology Tools for Every Coach and Athlete’ that encapsulates her wealth of practical insights and knowledge. She also conducts educational workshops in sports psychology, catering to coaches at all levels and empowering them with effective strategies to optimize athlete performance.

Dr. Rushindra Sinha, CEO and Founder, Global Esports, said, “Dr. Michelle Pain’s innovative approach to addressing players’ psychological needs aligns perfectly with our vision to continuously innovate and empower our athletes and grow as professional players. Her invaluable guidance and rich experience will equip our players with the focus, resilience, and emotional balance needed to become the best version of themselves as they embark on this BGIS journey.”

With an extensive career spanning over three decades, Dr. Michelle brings unmatched expertise in empowering elite athletes and coaches across diverse sports organisations to optimize mental resilience and achieve peak performance levels. She aims to assist players in coping with stress, mind fitness training, making sound decisions under pressure, improving communication, and regulating emotions to elevate their overall performance on the global stage. Her appointment underscores Global Esports’ commitment to nurturing excellence and maximizing potential within the Esports community.

The post Global Esports onboards sports psychologist Dr. Michelle Pain to its BGMI Team appeared first on European Gaming Industry News.

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