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Elevating Player Experience: Cloudfresh’s Vision for AI-Driven Gaming Support
HIPTHER, organizer of the Prague Gaming & TECH Summit 2025, is excited to welcome Cloudfresh as the Networking Break Sponsor, a company empowering businesses with top-tier cloud services. As a Zendesk Premier Partner, Cloudfresh specializes in integrating, optimizing, and scaling the best in-class cloud solutions, acting as a vital link between companies and cloud technologies. In this exclusive interview, we speak with Vita Usatyuk, Sales Executive at Cloudfresh, to explore how AI, omnichannel support, and personalized player interactions are reshaping customer service in gaming.
Player support is becoming a crucial factor in gaming retention. How can integrated customer service solutions enhance player satisfaction and engagement while keeping gamers in the game?
Integrated customer service solutions are essential for enhancing player satisfaction and engagement, ultimately driving player retention. By providing support across various channels like chat, messaging, phone, and email, gaming companies can meet players where they are, offering seamless and convenient assistance. This omnichannel approach ensures that players can easily reach out for help before, during, or after a game. Furthermore, AI-powered tools can provide instant help and personalized interactions, addressing player needs proactively and efficiently. A robust support system contributes significantly to a positive gaming experience, fostering loyalty and encouraging players to stay engaged with the game.
The gaming industry faces unique challenges in customer support, from omnichannel demands to peak traffic surges. How does Cloudfresh leverage Zendesk to help gaming companies streamline support operations and optimize agent workload?
The gaming industry presents unique customer support challenges, including omnichannel demands and peak traffic surges, especially during new release windows. We in Cloudfresh implement Zendesk solution for the customer support to help gaming companies streamline their support operations and optimize agent workload. Zendesk offers a unified platform that integrates various support channels, enabling agents to manage interactions from a single workspace. AI-powered automation can handle routine inquiries, allowing agents to focus on complex issues. Zendesk also provides tools for intelligent ticket routing, workforce management, and performance monitoring, which helps optimize agent efficiency and ensure timely issue resolution.
Personalization is key to delivering a top player experience. How can gaming brands use AI-driven customer support to provide more tailored interactions and proactively address player needs?
Personalization in gaming support is no longer a luxury, it’s a necessity. AI-driven solutions are empowering gaming companies to meet this demand in innovative ways. Here are some practical examples:
- AI Agents for 24/7 Support and Instant Answers: Players expect support around the clock. Zendesk’s AI Agents can provide instant, accurate answers to common questions, drawing from your knowledge base. This ensures players get the help they need immediately, any time of day.
- Intelligent Triage and Routing: AI can analyze incoming support tickets and route them to the right agent or team based on the player’s issue, game, or platform. This ensures that players are connected with specialists who can address their specific needs efficiently.
- Proactive Support and Personalized Recommendations: By analyzing player data and behavior, AI can help anticipate common issues and proactively offer solutions or tips. This could include in-game notifications, personalized FAQs, or tailored support articles. For example, Kaizen Gaming, a European eGaming company, delivers 95% resolution at first contact with live chat and 360° views of customers. This level of insight allows for highly personalized and proactive support.
- Automation for Scalability: Gaming companies often experience peak support volumes around game releases or updates. Zendesk’s automation capabilities, enhanced by AI, can handle surging ticket volumes and reduce wait times. Play Games24x7, an Indian online gaming company, reduced their resolution time by 68% by leveraging Zendesk automation and analytics. This demonstrates the power of AI in scaling support operations efficiently.
By leveraging Zendesk’s AI-driven features, gaming companies can provide more tailored, efficient, and proactive support experiences, ultimately driving player satisfaction and loyalty.
Cloudfresh has extensive expertise in implementing and optimizing Zendesk solutions for gaming businesses. Can you share a recent success story where your solutions significantly improved customer experience?
Yes, we have many success stories, and one recent example is our work with Bloober Team, a renowned game development studio specializing in psychological horror games. Bloober Team faced challenges in providing efficient player support, especially during peak times around game releases. They needed a solution that could scale, provide comprehensive data from players, and streamline their support workflow.
We implemented Zendesk’s Enterprise Suite for Bloober Team, including add-on apps and a custom ticket form to gather essential information from players. We also integrated DeepL for translation to assist with their diverse player base.
The results were transformative. Bloober Team now has a robust system to manage player support, allowing them to react quickly to issues and provide timely solutions. This has significantly improved their ability to maintain contact with players, address concerns, and ultimately enhance the player experience. This case demonstrates our ability to tailor Zendesk solutions to the specific needs of gaming companies, helping them to overcome support challenges and foster stronger player relationships.
At the Prague Gaming & TECH Summit 2025, AI and automation in gaming support will be major discussion points. How do you see AI-driven support evolving in the next few years, and what should gaming operators focus on to stay ahead?
It’s clear that AI is no longer a future possibility in gaming support – it’s the present and the driving force of its evolution. We’re seeing a distinct separation between companies that are embracing AI and those that aren’t. Those “CX Trendsetters” are pulling ahead, and gaming operators need to be in that category. It’s not just about replacing human agents either; it’s about ‘human-centric AI.’ We’re talking about augmenting agents, giving them superpowers to handle complex issues while AI handles the routine.
Looking ahead, expect AI to get even smarter – predictive, hyper-personalized, with more natural conversations. And it’s not just chatbots anymore; AI-powered automation will touch every support channel, creating those seamless omnichannel experiences players demand. Crucially, AI will provide a wealth of data and insights, allowing for data-driven optimization of support strategies.
So, for gaming operators who want to stay ahead, it boils down to this: invest strategically in AI, empower your agents to work alongside it, focus on leveraging those AI-driven insights, build systems that can scale and adapt, and, of course, prioritize data security. That’s from my point of view the roadmap for success in the AI-driven future of gaming support.
With Cloudfresh at the Prague Gaming & TECH Summit 2025, this year’s event will showcase the latest innovations in AI-driven player support and customer service strategies. Don’t miss the opportunity to connect with industry leaders, gain exclusive insights, and explore the future of gaming support technology!
The post Elevating Player Experience: Cloudfresh’s Vision for AI-Driven Gaming Support appeared first on European Gaming Industry News.
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Week 46/2025 slot games releases
Reading Time: 6 minutes
Here are this weeks latest slots releases compiled by European Gaming
Spinomenal has expanded its Demi Gods Series with the launch of its epic new title, Majestic Atlas. Set high above the clouds, Majestic Atlas is a 5×3 game that’s framed within a grand celestial temple inspired by the beauty of ancient Greece. A powerful, atmospheric musical score evokes the might of Atlas and lifts the entertainment to new heights.
GAMOMAT has continued the sweet life of the beloved La Dolce Vita with the highly-anticipated La Dolce Vita 2. This new title picks up the love affair of the original with fresh gameplay, engaging features, and a beautiful new Italian location. Charming Giovanni returns to take centre stage within the bustling Italian village marketplace, where a heartfelt soundtrack creates a joyful atmosphere.
Amusnet has released its latest video slot, Ancient Coins. This captivating release transports players deep into the heart of the jungle, where adventure and ancient treasures meet across 5 reels and 25 fixed paylines. Rich with colour, atmosphere and detail, Ancient Coins is designed for those who seek excitement in every moment of their gameplay.
Promatic has released Apollo’s Garden of Riches – a new 5×3 slot game that combines elegant design, rewarding gameplay and a heartfelt connection to the company’s roots in the Karkonosze Mountains. The Karkonosze region – where Promatic was founded and continues to draw inspiration – is a place of amazing landscapes, legends and rare species.
PG Soft has released its uplifting game, Skylight Wonders. This game welcomes players aboard a hot air balloon traversing across a dreamlike world high above the clouds. There are increasing multipliers and three reel frames that transform winning symbols into Wild symbols.
Amusnet has released its new video slot game, 40 Mystic Gem. This gem-inspired title is set to light up the reels with brilliance, blending vibrant fruit symbols and radiant jewels in a game that captures both style and excitement. Featuring 5 reels and 40 fixed paylines, 40 Mystic Gem brings together a sparkling mix of modern design and timeless gameplay.
Evoplay has released Piggy Bank 3 Pots Bonanza, a vibrant and joyful slot where players can crack the safe for generous wins. With the inclusion of the popular 3 Pots mechanic and several thrilling features, the 5×3, 20-line game offers a colourful world of gold bars, diamonds, and the three titular Piggy Banks for an action-packed adventure.
Tom Horn Gaming invites players to step into a world of emerald fields, leprechauns, and hidden treasures with its latest release, 3 Ribbon Pots. Launched on 11 November, this fast-paced slot delivers a new take on the popular Hold&Win mechanic, adding depth, variety, and smoother gameplay.
SlotMatrix is bringing the fire with the launch of Hula Moolah, an explosive new slot from Powderkeg Studios. Set in a tropical paradise where Tiki gods rule and volcanoes erupt, Hula Moolah turns every spin into a molten-hot chance to win. The game’s centrepiece is the Hold & Spin Feature, ignited when the vibrant Tiki Wilds leap into the volcano.
Reflex Gaming is turning up the heat once again with the launch of 8 Balls of Fire Blazing Bounty, a thrilling sequel to one of the company’s most popular titles. The original 8 Balls of Fire became a breakout hit across multiple channels, and this follow-up brings even more action, jackpots and explosive potential to the reels.
BGaming summons a mystical cat-genie to help players’ wishes come true in the brand-new Golden Paw Hold & Win slot. Golden Paw Hold & Win provides a fresh perspective on the classic Hold and Win gameplay mechanic. The game boasts 1,024 ways to win on every spin, with a variety of five exciting progressive bonus rounds, expanding reels, and a mesmerising leading character.
Inspired Entertainment, Inc. is pleased to announce the launch of Cops ‘n’ Robbers Bigger Big Money Christmas developed by Inspired’s Bell-Fruit game studio. Set on a 3×5 reel set with 10-win lines, Cops ‘n’ Robbers Bigger Big Money Christmas is packed with thrilling features.
Inspired Entertainment, Inc., has launched Gold Cash Free Spins Super Wheel, a supercharged evolution of Inspired’s classic hit slot, Gold Cash Free Spins. Available across the UK and Malta iGaming markets.
Thunderkick has launched Pink Elephants Trinity, the third instalment of its mystical franchise, where six bonus game levels unveil a journey towards deep synesthetic immersion. The Swedish supplier has traded the desert landscape and starry sky for an ethereal jungle backdrop, where a tribe of monkeys gather around the Pink Flame for a ritual honouring the Pink Elephants.
Belatra has proudly released Slattors Battle – Orcs vs Elves, a slots saga that puts the fate of the world in players’ hands. Inspired by an ancient rivalry between the radiant Elven kingdoms and the fearsome Orc hordes, Slattors Battle – Orcs vs Elves unfolds on a 5×5 reels battlefield.
Play’n GO presents Rings of Prosperity, a slot rooted in ancient mysticism and the power of celestial guidance. Play’n GO’s Rings of Prosperity draws on the influence of Eastern mythology, placing players under the protection of the Dragon God – a symbol of strength and abundance.
Just Slots, has announced the release of its latest slot title, Book of Abyss. In this dark fantasy adventure, players descend into the realm of Abyss, a fallen queen demoness bound to a cursed diary. Every spin of the reels echoes Abyss’s torment, and when the mystical Book feature opens, players peer into forbidden chapters of her soul.
Playson ups the ante in its electric new release, More Energy Coins: Hold and Win, with an enlarged 5×4 reelset, special Collect Feature and 10,000x Royal Jackpot supercharging the excitement on offer. Inspired by Playson’s data-proven mechanics, the game’s starring Energy Bonus symbol unlocks the Collect Feature if it combines with any Bonus Symbol.
Blueprint Gaming has turned up the heat in its latest release, Lava Lock Jackpot King, with the sweltering title leading with a new Volcano feature and a host of refreshed modifiers for an enriched gameplay experience. Pele, the goddess of volcanoes, takes centre stage in the 5×3, 30 payline slot.
Gallop into Big Wins with Mustang Hold and Win from Booming Games! Step into the wild and untamed world of Mustang Hold and Win, where the free-spirited mustangs rule the reels. With a 5×3 grid and 25 paylines, this slot delivers an exhilarating experience with stunning visuals of the American wilderness.
BGaming boldly goes where no slot studio has gone before with the release of Star Trek: The Next Generation. The slot honours the legacy of the show, beaming players into a new dimension with an entertainment-first approach that will please Star Trek fans and newcomers alike.
The post Week 46/2025 slot games releases appeared first on European Gaming Industry News.
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Best in Sports named as “Sports Betting Supplier of the Year” by 5 Star iGaming Media Starlet Awards
Reading Time: 2 minutes
FIRST – Best in Sports, the Tier-1 sportsbook technology provider redefining global performance standards, has been honoured as “Sports Betting Supplier of the Year” at the 5 Star iGaming Media Starlet Awards 2025, recognising the company’s innovation, expansion, and leadership across regulated markets.
The award marks another milestone in a transformative year for FIRST, as the company continues to lead the sportsbook vertical with measurable results, a performance-driven product vision, and a growing footprint across LATAM, Europe, and Africa.
Built from the ground up for speed, scale, and absolute reliability, FIRST’s sportsbook engine has become the driving force behind more than 35 of Brazil’s leading operators, expanding rapidly through Mexico, Peru, and Argentina – markets that reward real technological power, not promises.
In regions where regulation is tightening and competition intensifying, FIRST has set a new benchmark for what performance means: instant automation, real-time data orchestration, AI-driven personalisation, and a seamless architecture that adapts faster than the market itself.
2025 was the year FIRST stopped chasing momentum and started defining it. With new strategic partnerships alongside Light & Wonder, Pixbet, and others already in motion, the company is not just participating in the race for innovation – it’s setting the pace. These collaborations are not about validation but about leadership: where others adapt, FIRST dictates direction.
Beyond commercial growth, FIRST has also advanced its regulatory roadmap, securing approvals and pursuing licences in multiple regulated markets, ensuring full compliance and future-ready scalability for its operator base.
Tom Light, Founder & CEO of FIRST – Best in Sports, commented:
“This recognition reflects our commitment to building the most advanced sportsbook technology in the market – one that’s fast, scalable, and truly local. But more than that, it celebrates the mindset of our entire team: we don’t follow trends, we create them. We set the standard for what a sportsbook partner should be.”
As the industry continues to evolve, FIRST remains focused on innovation that drives measurable impact – delivering the performance, reliability, and intelligence that define the future of sports betting.
The post Best in Sports named as “Sports Betting Supplier of the Year” by 5 Star iGaming Media Starlet Awards appeared first on European Gaming Industry News.
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SA Gaming partners with EGT Digital to offer extraordinary gaming experiences
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SA Gaming is delighted to announce our new partner, EGT Digital, one of the largest gaming platforms in Europe. This agreement will see our games available on EGT Digital’s platform.
This collaboration marks an important milestone for both of us as it enhances our brand visibility and allows us to reach a broader audience. This alliance is also bringing elevated gaming experience to players on the platform of EGT Digital.
As one of the fastest-growing brands in Europe, EGT Digital has an extensive network and a comprehensive product portfolio that attract a diverse player base from numerous markets around the world. As players of EGT Digital now have access to our wide range of Live Games, which are certain to attract players – this new partnership certainly fulfills the business objectives of both EGT Digital and SA Gaming.
EGT Digital’s spokesperson commented, “For us at EGT Digital, the priority number 1 is always to give our customers the best gaming experience. That is why we are very pleased to have the opportunity to offer them SA Gaming’s titles, standing out with great thematic diversity, highly engaging mechanics and captivating bonuses. We believe that this partnership will both enrich our platform and enhance the game developer’s reach, while providing players with access to the high-quality gaming content they are looking for.”
As we continue to provide top-notch entertainment, this agreement creates new room for both of us to grow and flourish. We are eager to embark on this journey together and look forward to the infinite possibilities that would deliver exceptional value to all players.
The post SA Gaming partners with EGT Digital to offer extraordinary gaming experiences appeared first on European Gaming Industry News.
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