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Efficiency and automation key as Zendesk simplifies customer service
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With the igaming industry experiencing rapid international growth, nurturing brand identity and loyalty remains a key focus for operators – a complex challenge when faced with an increasingly diverse customer base. Speaking at the customer service software company Zendesk’s Showcase London, the firm’s president of products Adrian McDermott discussed how Zendesk’s segmentation and automation software is leading the way for efficient B2C interaction.
“Gaming has a set of unique challenges,” said McDermott. “Most games have large populations of casual users, free users, paid users, heavy users, and segmentation of inbound – and understanding how to deal with that inbound – is incredibly important.”
“We have gaming customers that have hundreds of millions of free users they need to serve through self service, and we have gaming customers with some very high-spend individuals, and they need to treat those people differently.”
One of the first things Zendesk offers gaming firms is a self-service environment where users can help users, or access appropriate content, with Harvard Business Review recently stating that 81 percent of people would rather find the answer for themselves than seek assistance. Further stages include an escalation from that channel into an instant messaging environment where customers talk directly to an agent, with an establishment of user identity.
The automated process, which also utilises AI and extensively curated user help functions, allows brands to streamline the customer service response, effectively allowing them to more efficiently utilise customer-facing agents. “Ultimately, serving gaming customers is often about having humans sitting in seats talking to humans who play that game, engaging with them and representing the brand.”
“Our gaming customers bring that to bear themselves, we just give them the tools, and build best practices in, that when a player comes for support, they get a response which is timely, in brand and meets their expectations.”
Not only did Zendesk’s Showcase London offer a positive opportunity to engage with firms keen to integrate the firm’s efficient software systems, but the 12 June event also proved the perfect place to announce an expansion of Zendesk’s AI-powered Answer Bot.
Already embedded in over 10,000 apps, Answer Bot tool will now be extended across all web and mobile channels, allowing companies to provide constant, consistent support and quicker response times across all platforms. “Customers today demand fast responses in a context that suits them, and AI can be used to help companies be more timely and accurate when engaging with customers. With Answer Bot, we’re putting an end to laborious processes to resolve simple questions. We’re not just delivering self-service everywhere – we’re delivering AI-powered self-service everywhere, which will continue to make for a better customer experience.”
Alongside Answer Bot – which also surfaces recommendations to agents during customer interaction, thereby increasing accuracy in response – Zendesk also announced a range of new tools as part of its Guide Enterprise knowledge base. With nearly four billion knowledge base articles viewed on Zendesk in 2018, the firm’s curated catalogue of problem solving and FAQ response articles has been strengthened with solutions such as Article Events – allowing regular appraisals of the usefulness, brand consistency and accuracy of articles – and Content Cues, prioritising the most regularly viewed responses. “This is what AI can do; large-scale pattern matching that goes beyond human comprehension,” said McDermott. “One of the reasons we’re super excited about this is that we are seeing that new capabilities across gaming are being released every month, every quarter, they’re entertainment products unlike any before, they are constantly morphing.”
“This is a challenge for customer service, figuring out the connotations downstream of what’s going to happen to a player in that new reality – it’s almost impossible to be figuring it out without machine automation. It’s uniquely suited to the pace of game deployment.”
Though igaming firms are just waking up to the potential of streamlined customer service software, McDermott added that Zendesk’s experience with gaming firms already extends over seven years, with key integrations in major studios and providers delivering manifold efficiencies. With its suite of systems and software covering consumer-engaged businesses in all sectors, Zendesk offers one of the most multi-faceted B2C solutions on the market, a serious consideration for igaming operators as both product options and customer numbers increase.
“We provide the tools and services to people to help them provide great customer service, and that cuts across all kinds of industries, ecommerce, traditional retail, services IT – and of course gaming.”
“We have a range of products that help people connect with their customers, and we always say that the best customer experiences are built with Zendesk.”
Source: Latest News on European Gaming Media Network
This is a Syndicated News piece. Photo credits or photo sources can be found on the source article: Efficiency and automation key as Zendesk simplifies customer service
N1 Partners has just launched a new campaign for its flagship brand – N1 Bet. Until the end of November partners can boost their payouts by up to +7% when driving traffic to two key Tier-1 GEOs: Australia and Germany.
Promo period: October 16 – November 30
Promo GEOs: Australia (AU), Germany (DE)
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- 500–899 FTDs → +5% payout on CPA
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N1 Bet is a part of a top iGaming affiliate program and one of N1 Partners strongest and most consistent brands, that offers solid conversion, flexible promos, and smart analytics to help affiliates earn more. With an updated design and an optimized retention funnel, the brand performs equally well across online affiliate programs (slots & live) and sports betting segments.
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SOFTSWISS, an international technology provider with over 15 years in the iGaming sector, has partnered with South African entities for the Responsible Gambling Summit 2025, reinforcing its commitment to safe, sustainable play in one of its key growth regions. The two-day summit, organised by the South African Responsible Gambling Foundation, brings together regulators, operators, and experts to advance harm minimisation and industry collaboration.
The Responsible Gambling Summit 2025 will take place from 13 to 14 November in Johannesburg, South Africa, and will include an awards gala dinner recognising initiatives in safer gambling. The programme spans policy, compliance, innovation, and public education, with sessions on illegal market impacts, regulatory development, and technology’s role in prevention and intervention. A SOFTSWISS representative will join the panel discussion ‘Innovation, Technology, and Responsible Gambling’, which explores emerging risks and mitigation strategies in digital environments.
“Industry partnership is essential to keep responsible gambling and player protection visible, effective, and evidence-based across channels. We greatly value the commitment and partnership of prominent international companies, such as SOFTSWISS, whose support brings expertise and resources to these important initiatives in South Africa,” said Sibongile Simelane-Quntana, Executive Director at the South African Responsible Gambling Foundation.
“South Africa is a priority market for SOFTSWISS, and we are proud to support this summit’s mission to advance safer play through collaboration and technology,” said Miranda Guliashvili, Head of Regional Growth at SOFTSWISS. “We continuously apply responsible gambling best practices in our products to help operators build sustainable, compliant growth.”
Building on this commitment, the SOFTSWISS Anti-Fraud team has delivered measurable results: from January to August 2025, it prevented over 15 million euro in fraudulent transactions, resolved more than 56,000 tasks, and processed 70 player complaints submitted to gaming regulators and forums. As fraud tactics evolve – including attempts to use AI-generated deepfakes during verification – SOFTSWISS is strengthening its tools and processes to help operators maintain a secure, transparent environment.
About SOFTSWISS
SOFTSWISS is an international technology company with over 15 years of experience in developing innovative solutions for the iGaming industry. SOFTSWISS provides comprehensive software for managing iGaming projects. The company’s product portfolio includes the Casino Platform, the Game Aggregator with over 35,000 casino games, Affilka Affiliate Platform, the Sportsbook Software and the Jackpot Aggregator. The expert team, based in Malta, Poland, and Georgia, counts over 2,000 employees.
The post SOFTSWISS Deepens Safer Play as Platinum Partner of Responsible Gambling Summit 2025 appeared first on European Gaming Industry News.
Reading Time: 4 minutes
Here are this weeks latest slots releases compiled by European Gaming
PG Soft, a world-class digital mobile games company, has released its powerful new title, Kraken Gold Rush. PG Soft’s game invites players to embark on the perilous high seas and navigate past The Kraken’s monstrous tentacles, desperate to drag ships into the abyss. Sticky Wilds and multipliers reaching x100 help players hunt down a legendary haul of 10 million gold coins.
Evoplay has launched Velvet Gems, a glamorous slot filled with sparkling stones, seamless gameplay, and high reward potential. The game immerses players in a luxurious realm of shimmering rubies, emeralds, and sapphires, where each spin radiates opulence. Striking visuals and a refined soundtrack create a premium atmosphere, making it a perfect choice for players seeking an elegant, feature-rich experience.
The authorities thought they’d finally locked away The Syndicate, the most notorious crew of fugitives in history. But in Nolimit City’s latest release, Breakout, not even a maximum security prison can hold them. This jailbreak-themed slot adds to the list of this year’s releases; Dead Men Walking, Tsar Wars and Kill Em All.
Think you are brave enough to return to the Castle of Terror? This lab experiment-horror sequel from Big Time Gaming is a bone-chilling adventure packed with electrifying features designed to give you the fright of your life. This is a slot where players find themselves in a spooky lab where they must brace themselves for Bonus Respins that are triggered by landing Scatters.
BGaming brings the party to the reels with the release of its latest slot, Fiesta Clusters. This vibrant, highly volatile slice of action combines the celebratory spirit of Cinco de Mayo with the expressive artistry of Día de los Muertos, delivering vibrant thrills for players and a seasonal spike potential for operators around Halloween.
Push Gaming is set to deliver twice the thrills this Halloween with the release of two new seasonal titles, Tarot Treasures and Tricky Treats. Both games highlight the recent launch of Push Gaming’s new product segmentation. Push Action delivers titles with enhanced layers of mechanics and player interaction, a category which Tarot Treasures proudly joins.
Spinomenal has launched Buffalo Rampage – Hold & Hit 3×3, a 3×3 reel, 5 lines video slot. Buffalo Rampage – Hold & Hit 3×3 unfolds across a sun-scorched desert at dusk, framed by towering cacti and brought to life with a slow-paced and Western-inspired soundtrack that immerses players in the action.
TaDa Gaming, has added some dark magic to its TriLuck slots series with its five reels, three rows and 50 fixed paylines new game, 3 Witch’s Lamp. Green, Purple and Blue Potion Pot Scatters can trigger the bonus game’s free spins, five fixed jackpots, ignite coins for wins and increase the bonus prizes.
Blueprint Gaming has introduced a new four pots mechanic and enlarged 5×3 grid to its latest release, Cash Strike Power Force 5, marking an innovative double debut for the internationally recognised series. With various iterations from the Cash Strike family consistently ranking in the supplier’s top 10 revenue-generating markets, the new title builds on the impressive momentum from its predecessors.
Play’n GO invites players underwater in Bubblin’ Riches, a 6×4 slot where golden coins and greedy fish collide for submerged surprises. Set in a playful underwater reef, Bubblin’ Riches brings a burst of colour and charm to the reels. At the heart of the action is a bloated Goldfish with a hoarding habit – every Coin Scatter that lands could feed its fortune, or set off a surprise payout.
Playson turns up the heat in its scorching new release Flaming Bells: Hold and Win, where nostalgic gameplay is reinspired with a 5,000x Grand Jackpot, Extra Bonus Game and valuable Multipliers. Collect symbols gather all visible cash values from the reels, including other Collect icons and the three in-game Jackpot symbol values.
ELA Games beckons players to step into a shadowy realm of sorcery and mystery with its newest release: Witches’ Book. Bathe in the magic as a powerful coven of three witches conjures their spells across the reels, revealing mysterious rewards and surprises. Each spin is a step toward ultimate strength, where massive riches and bubbling magic await.
Amusnet has released its latest online video slot, 27 Wild Shots. This vibrant slot game blends the style of classic fruit games with the charm of a fairytale twist, led by none other than the Little Red Riding Hood herself. The three reels burst with familiar symbols of juicy fruits, reimagined in a lively forest theme.
The post Week 42/2025 slot games releases appeared first on European Gaming Industry News.
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