The Emerging Role of AI Agents in Player Support

Player support is about to change forever. The question is whether you’ll be ahead of the curve or scrambling to catch up.

Our third report, produced in partnership with SBC Media, reveals an industry at an inflection point: 100% of operators are considering AI for player support, 54.6% have already deployed or are piloting, and the 24-month window to gain competitive advantage is closing fast.

Leveraging survey data from gaming operators worldwide, it examines confidence levels across use cases, the human-like experience imperative, and how early movers are capturing efficiency gains without suffering the churn penalties that plague poorly implemented AI

What You’ll Learn

• Why 65.2% of operators trust AI for proactive engagement but only 17.4% would deploy it for VIP interactions, and what this “value-volume divide” means for your implementation strategy
• How 78.3% cite errors and misinformation as their top concern, yet only 4.3% worry about regulatory risk (and why that disconnect matters)
• What the 47.8% expecting ROI from headcount savings understand about hybrid models that others are missing
• Why “human-like” beats “human” as the benchmark for AI success, and the three qualities players care about

Why It Matters

AI agents are already being incorporated by gaming operators. The operators who solve the human-like experience challenge first will enjoy significant competitive advantages: 24/7 availability during peak events, scalability without proportional cost increases, and multilingual support that doesn’t require expanding offshore teams.

But poorly implemented AI creates the opposite effect: robotic interactions, player complaints, and churn that erases any cost savings.

With regulatory pressure increasing costs across the board, operators need technology that delivers both efficiency and experience. Those who treat AI deployment as a strategic initiative rather than a vendor selection will capture outsized returns.

Backed by global operator data and expert analysis from Comm100, this report is essential reading for anyone leading customer experience, operations, compliance, or technology strategy in iGaming.