Connect with us
elevating-player-experience:-cloudfresh’s-vision-for-ai-driven-gaming-support elevating-player-experience:-cloudfresh’s-vision-for-ai-driven-gaming-support

Conferences in Europe

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

Published

on

Reading Time: 4 minutes

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

Belatra ready to make waves at SBC Summit Lisbon with immersive Blast the Bass experience

Published

on

belatra-ready-to-make-waves-at-sbc-summit-lisbon-with-immersive-blast-the-bass-experience
Reading Time: < 1 minute

 

Belatra Games, the specialist online slots developer, is heading to SBC Summit Lisbon 2025 — and it’s bringing more than just its award-winning games.

Visitors to Stand B523 will be treated to an unforgettable experience inspired by Blast the Bass, Belatra’s smash-hit slot that exploded onto the market with massive success. Belatra’s expert team will be laying on a themed bar built around the game’s legendary energy, giving guests a taste of the excitement through a special menu, immersive design, and vibrant conversation.

This unique activation sets the tone for Belatra’s SBC presence, where the fusion of entertainment, innovation, and bold design is front and centre.

On top of that, Belatra will be dropping exclusive merch that is as bold and fun as its games. Guests to the stand will be able to get their hands on fantastic designs, top-tier quality, and 100% Belatra vibes.

The biggest catch of the day will be for the quickest winners during Lisbon’s show. Belatra is launching something totally new, breathtaking, and — most importantly — unforgettable, but only for the champions.

Kateryna Goi, Belatra Games’ CMO, said: “SBC Summit Lisbon is one of the standout events on the iGaming event tour. As ever, Belatra is not just rolling up, we’re showcasing what drives our success – creativity, energy, and unforgettable experiences.”

The post Belatra ready to make waves at SBC Summit Lisbon with immersive Blast the Bass experience appeared first on European Gaming Industry News.

Continue Reading

Conferences in Europe

Peter Schmeichel Returns as SBC Awards 2025 Host as Finalists Are Announced

Published

on

peter-schmeichel-returns-as-sbc-awards-2025-host-as-finalists-are-announced
Reading Time: 3 minutes

 

SBC has officially announced the shortlisted nominees for the 12th edition of the SBC Awards, set to take place at Lisbon’s MEO Arena on Thursday, 18 September, the final day of SBC Summit 2025.

Celebrating excellence across the global betting and gaming industry, the ceremony will spotlight standout achievements from operators, industry leaders, and suppliers across a broad spectrum of sectors, including payments, marketing, and platform innovation.

This year’s edition has already broken records, with the highest number of nominations ever received across its 37 diverse categories, reflecting the industry’s growing commitment to delivering exceptional performance.

Leading the shortlist are Pragmatic Play and Sportradar, each earning seven nominations. Close contenders include BetConstruct and Betsson Group with six nominations apiece. Other standout nominees include Bragg Gaming, Campeon Gaming, Novibet, Playtech, and Top Bet, each securing five nominations.

Returning to co-host the ceremony is football legend Peter Schmeichel, former Manchester United goalkeeper and UEFA European Championship winner, who previously brought his trademark charisma to the stage in 2024.

The 2025 edition of the SBC Awards will also mark the first year without dedicated affiliate categories. Instead, SBC will host a dedicated and expanded Affiliate Leaders Awards on Wednesday, 17th September, at the same venue.

Commenting on the upcoming SBC Awards ceremony, Rasmus Sojmark, Founder and CEO of SBC, said: “This industry never stands still. New talent, ideas, and technologies are constantly changing the game. The SBC Awards are our way of recognising those who are making a real impact and giving the community a moment to celebrate together.”

In the operator categories, alongside Betsson Group’s notable six nominations,  TotoGaming also stands out with four nominations, including Marketing Campaign of the Year and Innovation in Casino & Gaming Entertainment. Meanwhile, Kaizen Gaming and Campeón Gaming return to defend their titles in the Operator of the Year – Medium and Large categories, respectively.

The hotly contested Casino Operator of the Year category includes names such as  LeoVegas, Bally’s, Codere Online, and Winbet. 1xBet, EstrelaBet, and Sportsbet.io are among the frontrunners for Sportsbook Operator of the Year.

In the operator and supplier categories, competition for Employer of the Year includes Alea, Flutter Entertainment, Parimatch, and Play’n GO, all aiming to take the crown from reigning champions SOFTSWISS. The Socially Responsible Initiative of the Year category features nominees such as Associação de Mulheres da Indústria do Gaming (AMIG), BGaming, EveryMatrix, and Pay4Fun.

The highly anticipated Leader of the Year award will be kept under wraps until the night, with nominees and the winner to be revealed live during the ceremony.

In the payments and compliance categories, Noda and payabl. lead the way with nominations in all three awards: Payment Solution of the Year, Payment Innovation of the Year, and Fraud & Compliance Solution of the Year. MiFinity, Monnet Payments, OKTO, Pay4Fun, Paysecure, and Trustly have also earned multiple nods across the categories.

The supplier categories, which will span 22 awards, will include several new additions this year, such as Aggregator of the Year and Crash Game of the Year.

Fast Track and BETBY will look to retain their titles in Acquisition & Retention Partner and Esports Supplier of the Year, respectively. Meanwhile, Delasport, Evolution, Evoplay, iGP, Optimove, and Spotlight Sports Group are among the fifteen companies competing for the Industry Innovation of the Year award.

Soft2Bet will return in pursuit of back-to-back wins for Innovation in Casino Entertainment and Innovation in Mobile, while Digitain will aim to defend its title as Sportsbook Supplier of the Year.

The sought-after Platform Provider of the Year award features a strong field of contenders, including EGT Digital, GiG, GR8 Tech, Sportingtech, and White Hat Gaming.

Continuing SBC’s commitment to shining a light on the future stars of the industry, the evening will once again feature four ‘Rising Star‘ awards: Rising Star in Casino, Rising Star in Sports Betting, Rising Star in Sports Betting Innovation / Software, and Rising Star in Casino Innovation / Software.

The post Peter Schmeichel Returns as SBC Awards 2025 Host as Finalists Are Announced appeared first on European Gaming Industry News.

Continue Reading

Conferences in Europe

SBC Summit 2025 to Tackle Regulation and Retention in Europe’s Most Competitive Gaming Markets

Published

on

sbc-summit-2025-to-tackle-regulation-and-retention-in-europe’s-most-competitive-gaming-markets
Reading Time: 2 minutes

 

SBC Summit 2025 will sharpen its focus on one of the world’s most tightly regulated and commercially significant regions with the launch of the Global Markets – Western Europe track.

Taking place on Wednesday, 17 September at Lisbon’s Feira Internacional de Lisboa (FIL), the track will deliver strategic insights into how major operators are navigating escalating compliance demands, shifting player expectations, and intensifying global competition.

As part of the summit’s broader Global Markets programme, the Western Europe track will equip delegates with actionable strategies for thriving in regulation-heavy markets like Italy, the Nordics, the Netherlands, and Portugal. From revised licensing frameworks to new consumer protection mandates, the sessions will unpack the real-world challenges and opportunities facing operators on the ground. Whether expanding regionally or maintaining position in legacy markets, attendees will gain critical tools to drive innovation, compliance, and player retention in a changing European landscape.

Rasmus Sojmark, Founder and CEO of SBC, said: “Western Europe has long set the standard for gambling regulation, but the landscape continues to evolve. Today’s leading operators must build strong relationships with regulators, drive responsible innovation, and retain customers in an increasingly complex global environment. This track provides the practical insight and expert guidance delegates need to succeed in Western Europe.”

The track will open with the European Leaders Panel: Old World, New Way Forward How the Most Established Brands Are Rethinking Regulation and Retention, bringing together some of the industry’s most prominent voices to discuss how operators can navigate tightening regulations, foster player loyalty, and remain competitive. Pascal Chaffard (CFO & Strategy Officer, FDJ), Axel Hefer (CEO, Tipico), Vlad Kaltenieks (CEO, BoyleSports), Mattias Wedar (CEO, LeoVegas), and moderator Martin Collins (Chief Business Development Officer, Soft2bet) will share their strategies for maintaining compliance while continuing to innovate, engage players, and thrive in Western Europe’s highly regulated markets.

Conversation will then turn to Italy’s post-licensing landscape in Italy’s New Online Gambling Regime: A Game-Changer for the Industry. The session will explore how stricter regulations, higher licensing fees, and enhanced player protection measures are reshaping the market. Industry leaders Fabio A. Bufalini (Country Director Italy, Stake), Marco Castaldo (CEO, Microgame), Will Shuckburgh (CEO, eCogra), Nicola Tani (Chief Editor, Agipro), Stefano Tino (Managing Director Italy, Betsson), and Marco Tiso (Managing Director, Sisal), will examine whether this transition has the potential to strengthen market sustainability or create unforeseen roadblocks, as they offer delegates practical strategies for navigating Italy’s new framework.

The session Portugal: Smooth Sailing or Danger Ahead? will bring together Tiago Bessa (Partner, Vieira de Almeida), Tomas Goncalves (Managing Director, Apostas Sociais (Santa Casa)), Americo Loureiro (Director, Solverde), Rui Magalhães (CEO, Estoril Sol Digital), Bernardo Neves (Secretary General, APAJO), and Tiago Pereira (Head of Portugal, LeBull.pt) to examine the current state of Portugal’s sports betting and iGaming market. With iCasino activity growing while sports betting declines, the panel will consider whether this could signal tighter regulation.

Other sessions featured in the track include Over the Finnish Line: Regulation in the Nordics, which will analyse Finland’s upcoming move to open its market to private operators, and Dutch Courage: Collaboration in the Changing Face of Regulations, which will look at Dutch proposals to raise the age threshold for online slots and introduce stricter deposit limits.

The Global Markets – Western Europe track forms part of SBC Summit 2025’s Global Markets series. Other markets explored across 16–18 September include Global Markets – Latin America and Brazil, and Global Markets – North America, each offering delegates region-specific insights to support international growth and strategic market entry.

Secure your ticket to SBC Summit 2025 today.

The post SBC Summit 2025 to Tackle Regulation and Retention in Europe’s Most Competitive Gaming Markets appeared first on European Gaming Industry News.

Continue Reading

Trending