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Conferences in Europe

Elevating Player Experience: Cloudfresh’s Vision for AI-Driven Gaming Support

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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 Usatiuk, 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:

  1. 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.
  2. 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.
  3. 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.  
  4. 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.

Conferences in Europe

Avoiding black-market dominance? Get insights and remedies at next week’s GiH Conference!

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As a result of growing regulatory pressure and increasing tax rates, black-market operators have made significant gains in the Netherlands in recent months.

The Netherlands Gambling Authority currently estimates that unlicensed operators have managed to capture more than half of total online GGR.

This year’s Gaming in Holland Conference – which takes place Thursday, June 5 – will feature many sessions specifically dedicated to understanding & avoiding (further) black-market growth:

  • Nederlandse Loterij CEO, Arjan Blok will discuss (among other things) his company’s ongoing civil proceedings against Costa Rica-based operator LalaBet.
  • Renske Fikkers, Head of Market Supervision at the Netherlands Gambling Authority, will further clarify the regulator’s approach to combating illegal gambling.
  • Josh Hodgson, COO of H2 Gambling Capital, will share the latest estimates of the current size of the offshore online market, as well as future growth projections.
  • Henk Willem Smits, investigative reporter at Follow the Money, will highlight ownership structures and methods of popular black-market operators.
  • Christian Heins, Director iGaming at Tipico, will outline how licensed operators can effectively hurt illegal competitors by pressuring B2B suppliers.

All this, of course, in addition to a loaded program that will cover the latest political developments, the impact of further tax increases, M&A, AI, marketing & much more.

Breakout sessions, networking & additional information

Besides an impressive main-stage program, the 2025 GiH Conference also offers five highly practical breakout sessions to help our attendees deal with their day-to-day business concerns:

  1. B2B licensing for the Dutch market? (Magno Neiva, Head of Compliance, Altenar)
  2. Bonuses, promotional games & player protection: Navigating the regulatory landscape (Joris Crone, Lawyer, Franssen Tolboom Advocaten)
  3. Elevating the player journey: Sustainable growth through responsible engagement (Janez Dovžan, Commercial Director PAM – Turnkey Solutions, Bragg Gaming Group)
  4. Platform technology in the Netherlands (Brian Forth, Commercial Director, Finnplay Technologies)
  5. Lessons learned from compliance testing in the Netherlands (Sander Hoogendoorn, Business Development Manager, Trisigma)

Lastly, don’t miss our traditional boat tour through Amsterdam’s picturesque canals, festive networking drinks at Holland Casino Amsterdam, and the opportunity to meet the key decision makers in the Dutch regulated gambling market.

Check out our full program here: https://bit.ly/GiHC2025_Agenda.

Or click here to register now: https://bit.ly/GiHC2025!

The post Avoiding black-market dominance? Get insights and remedies at next week’s GiH Conference! appeared first on European Gaming Industry News.

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EGT Digital at Belgrade Future Gaming 2025: Get ready to be fascinated

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On 27 and 28 May the Serbian capital will once again host Belgrade Future Gaming exhibition. EGT Digital will participate in it along with EGT for another year in a row. Both companies will expect their guests on stand E1.

EGT Digital will reveal its rich gaming world, including the jackpot bestsellers Bell Link, Clover Chance, High Cash, and Single Progressive Jackpot, as well as over 140 casino games on different themes, which have presence in more than 50 markets worldwide. Visitors will also be able to learn more about the newest addition to the provider’s jackpot portfolio: the 4-level multi-denomination Gods & Kings Link. Currently including 2 games: Glorious Alexander and Ape of Luck, it will offer players an exciting experience full of great winnings, attractive bonuses, and a lot of fun.

The company’s iGaming platform X-Nave will also be on display. Featuring 4 main modules: Gaming Aggregator, Sport Product, CRM Engine, and Payment Gateway, it stands out with great flexibility, thanks to which each of the modules can function as part of the turnkey solution or operate independently, as they allow integration with third-party developments.

The Gaming Aggregator will present its vast range of over 13,000 titles from more than 130 popular providers together with numerous functionalities for content customization. The Sport Product will demonstrate its rich sports and esports content across a number of markets globally. The CRM Engine with its player management tools and bonus features, as well as the Payment Gateway, covering a rich diversity of payment methods, will further expand operators’ options to create more personalized and engaging offerings for their clients.

“Participating in Belgrade Future Gaming has always been very rewarding for us and I have every reason to believe that this year’s edition will once again bring us excellent results,” said Tsvetomira Drumeva, Head of Sales at EGT Digital. She added: “We can’t wait to meet with our valued current partners and potential future customers from the region and show them our latest innovations, that can make their business even more successful.”

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EGT’s high-potential novelties to fascinate operators and players at Belgrade Future Gaming 2025

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Belgrade Future Gaming 2025 is just around the corner. EGT will traditionally participate in the event, showcasing a well-curated selection of brand-new and top-performing products, which will be available at stand E1.

The company will showcase its latest series of slot cabinets Supreme, presented by the S 32-32 St and S 32-32 Up models. Powered by the Exciter IV platform, they will captivate visitors’ attention with their 2 high-resolution 32-inch UHD 4K monitors and a frameless UHD 4K display. The machines will dive players into the fascinating world of Supreme Selection multigames – Supreme Green Selection, Mega Supreme Fruits Selection, Supreme Red Selection, and Bonus Prize Bonus Buy Supreme Selection, offering a wide diversity of new games and well-known classic titles from EGT’s portfolio.

The guests will also be able to try out the Phoenix cabinets PH 27-27 St and PH 50 V St. These models will be among the highlights at EGT’s stand, standing out with their attractive design and numerous ergonomic features. They will be supplied with the jackpot bestseller Bell Link with its popular mixes Bell Link 1 and 2.

EGT will showcase its ETG solutions. The G R6 C roulette will be on display to provide visitors with an exciting gaming experience with its 6 27-inch HD touchscreen monitors and the option to choose between European and American wheels.

The company’s casino management system Spider will introduce its latest modules, allowing operators to make managing the daily activities in their gaming establishments easy and effective.

EGT Digital will also present its wide range of iGaming solutions. The provider will showcase its rich variety of instant and slot games, jackpot products, as well as the in-house developed “all-in-one” betting platform X-Nave with its 4 main modules, giving operators everything they need to build and grow their online business.

Aleksandar Kliska, General Director of EGT Group d.o.o. Serbia, commented: “I am very glad that we will participate in Belgrade Future Gaming once again, as it is among the most important gaming exhibitions not only in Serbia, but also in the region. The event will allow us to showcase our latest products to the key players in the industry, strengthen our current partnerships, and start new collaborations.”

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