Good customer service can increase the casino's rating and become one of the most popular and trusted casinos, so it is hoped that the casino can become big too.
But maybe the casino has its considerations in using AI support services and maybe to reduce the cost factor of hiring support personnel previously used by casinos. And the difference between using people as service agents and AI is that users can get answers directly and talk directly to those agents to get satisfactory answers.
Can AI understand and resolve the gambler's problems? I do not think so. Yes, by using Artificial Intelligence bots they can increase their response time but the AI won't be able to resolve the queries. It can be used to create tickets etc.
The AI chatbot can then forward the customer's queries to real service agents who can resolve people's issues.
I would say that customer care and support should be the main focus of the casino and they can use a mixture of AI and humans to cater to the needs of the gambling casinos.
Theoretically, it can if the purpose of the AI is simply to provide useful information to the problem a gambler is experiencing. An example of which is a problem with funds missing from the website. The AI in this case could go through a list of options the gambler could take to ensure it wasn't an error on the user's side, then escalate it to a real customer service rep if that isn't the case. In that case, the AI has to be extremely specialized to the inner workings of the casino itself, which means it has to be trained on specialized databases and logs of customer service chatlogs.
However, I wouldn't trust AI to handle anything that requires any interactions with the backend processes in solving a customer's complaints. That's extremely risky, not to mention interfacing an advanced AI to a rudimentary backend sounds like a disaster to establish and maintain, code-wise. But don't quote me on that.
New to the thread, so here's what I think is missing from a lot of big-time casino's: Referral commissions. Life-time, and not the one-time schtick. I've made a modest amount from referring people to my signature link, and I'm happy to be a part of that service.