Viktoriia Grygorenko
CEO at The Playa
Profiled #5
Beyond Bots: The AI-Human Future?
How is AI actually changing customer support in iGaming, and where do humans still matter? Peter Sarzynski from Text joins Viktoriia Grygorenko and Gali Hartuv to share real experience, common mistakes to avoid, and how to find the right AI-human balance.
You will learn
- The biggest misconceptions about chatbots and customer support
- The dos and don'ts of LLMs and AI agents
- How to find the right balance between humans and technology
- What the next breakthroughs in support tech will look like
Speakers
Key Takeaways
Easy to deploy, hard to make great
Setting up an AI agent is simple: plug in knowledge sources, write some instructions, enable a few skills. But "works" and "works well" are completely different things. Quality comes from ongoing refinement, not initial deployment.
The handoff is everything
You can't move 100% of customer support to AI, but you can move a big portion of it. What actually delivers a great customer experience is a seamless handoff between AI and a human at exactly the right moment.
Cost savings aren't the goal
If your primary metric is "how many support staff can we eliminate," you've already optimized for the wrong outcome. The point of AI in support is a better customer experience, not a smaller payroll.
Choose partners by experience, not features
Every AI tool looks impressive in a demo. What separates good outcomes from bad ones is working with providers who've actually deployed at your scale, in your industry, and can tell you honestly what worked and what didn't.
Transform your iGaming platform
with The Playa
Transform your iGaming platform
with The Playa
