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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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Why Gamification Is Reshaping Online Poker
Online poker’s not the sleepy mix of static cash tables and rinse-repeat tourney grids it used to be. Business Wire predicts that by 2030, the market will hit $11.4 billion, fuelled by cross-platform play and new competitive formats. But here’s the catch: growth brings noise. And in 2025, grabbing attention is only half the game — keeping it has become just as critical. And we all know that retention is the table you can’t afford to fold.
Over the recent years, gamification has turned into one of poker’s strongest retention plays. When it’s done right, it keeps players around, sparks repeat visits, and forges loyalty. They come back tomorrow, next week, next month — and your competitors can’t pry them away. The idea sounds simple enough — weave in game-style mechanics to make poker richer and more engaging, without killing the skill game underneath.
EvenBet Gaming’s research breaks it into three targets:
- Give players more reasons to return.
- Make onboarding smooth and rewarding.
- Build loyalty with experiences that feel personal, competitive, and worth bragging about.
Churn burns profit. Gamification done right is an infrastructure that breeds loyalty. Done wrong? You’re just another site with flashing badges that no one cares about.
Gamification, Not Gamblification
Before diving into mechanics, it is important to set one thing straight. Gamification boosts engagement — leaderboards that show you who’s climbing, missions that push you to try new formats, achievement badges you actually want to unlock. It challenges players, rewards skill, and deepens the game. “Gamblification” is where it all turns sour. That’s when mechanics push for profit at the expense of player wellbeing — pressure-loop rewards, unclear payout systems, anything designed to keep people clicking long after the fun’s gone. These tactics can backfire, invite regulatory attention, and eat away at players’ trust.
Gamification should make the player-platform bond stronger. It’s open, skill-focused, and it stays within responsible-gaming boundaries. Otherwise, you’re just playing short-term roulette with your long-term survival.
Core Gamification Mechanics in Poker
Here’s the thing — gamification works best when it’s layered, not just thrown on top of the existing game. You’ve still got poker at the centre, but now there’s more to play for. EvenBet Gaming’s toolkit has a bit of everything, with a mix of proven features that operators need to keep players active and returning.
Leaderboards
People like to see where they stand, and a good leaderboard hits that primal “beat the other guy” instinct. Doesn’t matter if it’s hands played, rake pulled, or weird challenges only five people care about. Timeframes can be daily, weekly, or monthly, ensuring fresh challenges and preventing leaderboard fatigue. Players stick around to climb, rivals get personal, and your community gets tighter.
To avoid burnout and excessive gamblification, EvenBet’s customer success department doesn’t recommend creating only leaderboards based on pure game volume. As a flexible tool, leaderboards have a better use for boosting attention to specific game or tournament types (for example, hands played in 5-card Omaha), creating targeted demand.
Missions, Quests, and Challenges
Give a player a target and they’ll chase it. Win with pocket sevens, log 50 games, or try that Sunday knockout tourney — whatever keeps them moving. Segment it: beginners get gentle ramps; grinders chase big targets. Toss in tickets, cash, or even just brag-worthy status bumps — and suddenly, casual play has a storyline. This meta-layer adds structure to casual play, nudging players into consistent engagement.
“Different mission types work specifically on various segments of a poker room audience”, explains Nikita Golodaev, Business Account Manager at EvenBet Gaming. “For example, guided missions targeted to explore poker room features and game types keep new players on the platform and decrease early churn. Soft streaks (3-5 days) encourage regular sessions without burnout”.
Achievements and Badges
First win, first deep run, first time they actually fold kings preflop — badges give players proof they’re climbing. Badges make progress visible, they’re milestones and conversation starters. This visual recognition encourages players to develop their skills and makes long-term goals more tangible.
Progressive Systems
Experience points (XP) and rakeback have always been staples in poker loyalty systems. They’re poker loyalty basics. EvenBet’s Progressive Rakeback with a tiered, time-limited structure turns the game into a race — 6 tiers from Aluminium all the way up to Platinum. Every tier gives you a little more, but fall behind — and you drop. The gamified progression adds urgency, encouraging regular play to maintain or advance the level.
According to Nikita Golodaev, clear and balanced progressive systems work best for projects with an existing core of regular mid-core players: they are already investing significant time into the game and are still tempted by rewards provided in the progressive tracks, unlike VIP and high-stakes players who are more interested in recognition of their status.
Put it together, and you’ve got a cycle: play, check your rank, tick missions, unlock the badge, check the board, eye the next tier. And then do it again tomorrow. It’s sustained engagement without sacrificing poker’s competitive core.
Advanced Applications — Tournaments and Hybrid Formats
Think of tournaments not as one-off events, but as frameworks. They aren’t just a product — they’re an engagement machine. You can hang all sorts of engagement hooks on them — the kind that keep players checking in and keep them motivated from registration to the final hand. Layer in gamification, and you have a retention funnel operators dream about.
Formats with a Twist
EvenBet’s flexible setup allows operators to launch virtually any format: high-GTD marathons, Spin&Go sprints with random multipliers, quick-fire Sit & Gos for casuals, and velvet-rope VIP tables for the whales. Add Mystery Bounty, Progressive Knockout, or Multi-flight qualifiers, and you’ve got unpredictability on tap. Which means the game always stays interesting.
Linking Tournaments to Gamification Layers
Hybrid play is where tournaments meet missions, leaderboards, and badges:
- “Climb the Ladder” challenges that pay points for each event played.
- Leaderboards stretching over weeks and sparking long grinds.
- Achievements for milestones like “Final Table Three Times in a Week” or “Knock Out 10 Players in a PKO.”
This crossover keeps casual players chasing goals and competitive players grinding for prestige — all while strengthening retention loops. When you nail it, tournaments become recurring, gamified events that handle acquisition, retention, and loyalty in one package.
Why It Works for Operators
Gamification in online poker is not just a UX add-on — it moves numbers if done properly.
- Retention and monetisation: longer sessions, more logins, bigger rake, and better LTV. Plus, new players convert faster when there’s a mission to chase.
- Skill development: challenges teach strategy, confidence, and adaptability without feeling like homework.
- Audience segmentation: freerolls for newbies, high-stakes bounties for veterans. You serve each player just the right challenge without losing focus.
Risks and Implementation Challenges
Gamification’s upside is clear — but mess it up, and it quickly becomes a liability. When these risks are managed, gamification pays off big time. Treat it with respect and care like a strategy, not a shortcut or gimmick.
Over-Gamification
Stack too many overlapping mechanics, and the gaming experience turns into a mess. Players get overwhelmed, quit the game altogether, or even fall into unhealthy patterns. The balance is in adding enough variety to motivate, without creating constant pressure to act. It’s a fine line between motivation and overload.
Regulatory Compliance
Operating inside responsible gaming guidelines is a must. Rewards should be transparent, achievable, and not designed to exploit compulsive tendencies. As noted by Dmitry Starostenkov, regulators are increasingly wary of features that blur the lines between skill-building and pushing players too hard.
Technical Complexity
Integration has to be smooth. If missions lag, leaderboards glitch, progression breaks, or interfere with core poker gameplay, this erodes trust. EvenBet’s modular system gives control, but operators still need rigorous testing, UX tweaks, and performance checks.
Building Gamification That Lasts
When done right, gamification in online poker isn’t just bells and whistles. It’s a full-on retention driver. Mix leaderboards, missions, badges, and tiered rewards right into the core game, and you create a cycle that hooks players, grows skill, and boosts revenue.
The winning formula is balance: enough variety to keep things fresh. Clarity so players aren’t guessing. Responsibility so the game stays ethical. Data-driven personalisation ensures that every segment — from first-timers to VIP grinders — finds a reason to return.
Our research at EvenBet Gaming is clear: sustainable gamification is a long game. Set measurable goals and transparent rewards, enhance the poker spirit — never overshadow it. Attention is the rarest currency these days. Platforms that get this balance don’t just hold players — they win the loyalty battle.
The post Why Gamification Is Reshaping Online Poker appeared first on European Gaming Industry News.
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SlotMatrix ignites the reels of West Virginia with Wild Extravaganza launch
SlotMatrix, the world’s largest casino content aggregator, has expanded Wild Extravaganza’s reach in the U.S launching in West Virginia, alongside existing markets, New Jersey and Michigan.
Wild Extravaganza is a high-energy 5×3 video slot that packs vibrant visuals, dynamic gameplay, and huge win potential in a 10-payline experience. The game pays left to right, right to left, and even from the middle, offering players multiple chances to win on every spin.
The core feature of Wild Extravaganza is its multiplying wilds, which can stack on three of the five reels and can reveal a 2x, 3x, or 7x win multiplier.
Wild Extravaganza is fully supported by EveryMatrix’s suite of advanced engagement tools, including free spins, leaderboards, and tournaments, helping operators drive acquisition and retention in regulated U.S markets.
This U.S release is part of a recent surge of SlotMatrix exclusive games entering the market, including 3 Coin Treasures, Lara Jones Treasures of Egypt 2, and Glorious Diamonds.
EveryMatrix holds licences in key North American markets, including West Virginia, Michigan, Pennsylvania, Connecticut, and Ontario, and powers more than 300 customers globally.
Stephen Orchard, Head of Commercial Operations, SlotMatrix, said: “Wild Extravaganza is all about giving players thrilling, fast-paced action and the chance to land some seriously big wins. We’re excited to bring this experience to West Virginia as we continue our expansion across the U.S.”
The post SlotMatrix ignites the reels of West Virginia with Wild Extravaganza launch appeared first on European Gaming Industry News.
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DATA.BET Secures Spot at SBC Summit 2025
The company strengthens its market position with the recent launch of sports betting
DATA.BET, a trusted sportsbook solution supplier, will present its expanded portfolio at SBC Summit 2025 in Lisbon, stand D160. The company now offers a unified solution covering sports, esports, and virtual sports.
From September 16 to 18, the company’s representatives will unveil the updated product suite. Building on its established presence in esports and virtual sports betting, DATA.BET has expanded into traditional sports betting, covering over 50,000 sports events per month across 63+ pre-match and 38 live sports disciplines. The company’s 24/7 in-house trading team maintains 93% market uptime while delivering 1000+ betting markets backed by official data partnerships.
Each betting vertical, as well as individual sports and leagues within them, can be activated separately or combined based on market needs. Operators can instantly launch the complete sportsbook solution through a ready-to-use Single Page Application (iFrame), while those with an existing betting platform can integrate directly via the Odds Feed API.
At SBC Summit, visitors will explore DATA.BET’s core products: Risk Management system, Odds Feed, Widgets, Streams, SPA (iFrame), and Bet Builder available for all three verticals. The latest features joined our comprehensive suite include Hot Bundles for express betting optimization and Timeline Widget for enhanced game process tracking.
“This marks our first offline presentation of the complete sportsbook solution we launched in May with our full product range and latest features for betting,” said Natalie Loshatynska, Head of PR & Marketing at DATA.BET. “We look forward to showing SBC Summit participants how our technology empowers operators and platform providers to offer their clients a more dynamic and engaging betting experience.”
Discover DATA.BET’s betting technology solution at stand D160. Connect with the team at [email protected] to schedule a meeting.
The post DATA.BET Secures Spot at SBC Summit 2025 appeared first on European Gaming Industry News.
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