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Sinitic AI automates customer support for Asia’s iGaming industry

George Miller

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Sinitic Shortlisted for Rising Star at 2019 EGR B2B Awards
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Sinitic AI-enabled system solves Asian iGaming customer support automation’s 4 biggest problems

 

TAIPEI, August, 2018 – Natural language processing (NLP) company Sinitic has announced the launch of a customized customer support automation solution for the iGaming industry in Asia.

Sinitic’s solution is artificial intelligence (AI)-enabled and targets the biggest pain points for customer support automation for iGaming operators.

Because of unique market factors, customer support costs currently make up 50-60% of an Asian iGaming company’s Costs of Goods Sold. These costs are particularly high as companies tend to centralize their operations in the few regulated markets and therefore need to import a large number of staff for multilingual customer support teams.

Sinitic’s AI-enabled chatbots – conversational assistants that assist human customer support staff – give businesses the power to control and reduce these operational costs while expanding profits.

After analyzing several iGaming operators’ data, Sinitic discovered that, on average, 75% of chat is just mundane chit-chat, or FAQs. Only 22 percent is what is termed multiturn, or longer-form complaints. This means that 75% of the total customer support costs are being wasted on easy-to-automate conversations.

The Sinitic product suite streamlines operations by addressing the four biggest challenges for automation projects:

1. Operators spend months labelling their chat history so it can be used for chatbot dialogue. Sinitic’s BotBuilderTM uses a deep-learning algorithm to rapidly convert chat history into chatbot dialogue in a matter of hours.
2. Artificial intelligence can help increase agent productivity. Sinitic’s ChatCentreTM offers advanced features for agent aliases, multi-brand and language management, as well as agent and customer sentiment analysis.
3. The Sinitic CaseManagerTM combines chat and case management, allowing agents to focus on the most urgent customer complaints.
4. Lastly, the Sinitic BotTrainerTM fixes confused chatbots and automatically improves bots’ natural language understanding.

The entire product suite is powered with the SiniticNLPTM engine, which aggregates terminology from hundreds of thousands of chats from the iGaming industry, and supports key Asian languages such as Simplified Chinese, Traditional Chinese, Vietnamese, Thai, Japanese, and Bahasa Indonesia, among others. Crucially, it also uses a proprietary deep-learning algorithm to understand mixed languages including Chinglish, Taglish, and Singlish.

The accuracy is impressive. For a company that receives over 900,000 messages per day, SiniticNLPTM delivered 11% higher Chinese language understanding compared with Microsoft LUIS, using the exact same data without any additional training.

Big spending on software with no automation capability

In Asia, customer support tends to be via messaging platforms such as WeChat or Line, which means iGaming operators need customer support software that integrates support for all chat platforms. However, iGaming companies in the region have typically repurposed limited tools such as Zendesk for their customer support, which not only costs between $3,000 and $6,000 a month but is ill-suited for the iGaming environment. For example, it does not support multiple aliases for agents who may work across several brands, and does not offer chatbots capable of understanding Asian languages.

Another unique feature of the iGaming industry is that operators often do not wish to reveal that they are using chatbots. In the instance that the bot does not understand a question, a human agent will take over the conversation seamlessly, with the same name as the chatbot.

Sinitic has already signed with several Asian-facing operators, who will use the company’s proprietary AI-enabled products for customer support automation.

 

ABOUT SINITIC:

With a pedigree in the banking and system integrator industries, Sinitic is a fast-growing, niche-focused Software-as-a-Service (SaaS) business. The company is headed by Curtis Matlock, a software sales director with experience adapting the SaaS business model to markets in Asia-Pacific, and Albert Zhuang, an award-winning computer science graduate from the National Taiwan University. Zhuang’s master thesis on coreference resolution won first distinction from the Association for Computational Linguistics and Chinese Language Understanding.

To learn more, visit sinitic.ai.

Asia

Indonesia to Develop Web Crawler to Block Online Gambling Sites

Niji Narayan

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Indonesia to Develop Web Crawler to Block Online Gambling Sites
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Indonesia’s Ministry of Communications and Information Technology has announced the plans to develop a web crawler to actively seek out online gambling websites and prevent people from accessing them.

Currently, the ministry with its special team Cyber Drone 9 is operating a “web crawler” used to systematically seek out negative contents on the Internet, mainly those related to pornography and radicalism.

The government has so far never blocked websites directly, but asked Internet operators to block those contents violating the law in Indonesia.

At a meeting with lawmakers at the House of Representatives, the ministry’s Information Applications Director General Semuel Pangerapan, told them about the ministry’s plan to include online gambling under control.

“We also want (contents related to) gambling to be controlled this way,” Pangerapan said.

“We will propose its budget next year, for a stronger machine to control,” he said, adding that with the machine, the government can directly block the websites.

The ministry is proposing 1 trillion Indonesian rupiahs (US$69.5 million) for the machine in 2021.

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Asia

Cambodian Cabinet Passes Casino Regulation

Niji Narayan

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Cambodian Cabinet Passes Casino Regulation
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Cambodia’s cabinet has approved the draft law on commercial gaming management, according to reports in the Phnom Penh Post.

The law “focuses on ensuring integrated commercial gambling that contributes to economic growth, tourism promotion, job creation, and revenue generation,” the report said, citing a press release from the Council of Ministers.

It calls for strict casino sector management and measures to protect against money laundering and terrorism financing.

The report gave little information on the details of the bill, except to confirm that locals will not be permitted to gamble and there will be no further licenses issued within 200km of the capital, where NagaCorp has a monopoly.

The report cited government spokesman Phay Siphan as saying that money laundering and terrorism financing concerns are addressed through cooperation with relevant casino partners.

The gambling law has been in the works for nine years.

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Asia

AESF Partners with Coventry University UK

Niji Narayan

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AESF Partners with Coventry University UK
Reading Time: 2 minutes

 

The Asian Electronic Sports Federation (AESF) has signed an official memorandum which sees them officially collaborating and working together with Coventry University.

Following a meeting with representatives from Coventry University, both parties have agreed to sign a Memorandum of Understanding (MOU). This MOU focuses on four vital aspects, which include a series of planned Webinars, as well as industry research collaboration on topics of interests and Esports governance.

“I would like to celebrate this close relationship we are forming with Coventry University, one of the UK’s most esteemed educational institutions. Not only does it benefit the AESF and our member associations, but it also opens the doors to many more potential partnerships from academia going forward,” Kenneth Fok, president of AESF, said.

“This will not only be beneficial to our athletes but also various stakeholders in this industry. We look forward to supporting our Esports community as well as future talents for their growth and further development in collaboration with Coventry University,” He added.

The AESF and Coventry University will also be looking to create more student experiences, including potential internship programmes and the production of case studies on Esports. The meeting between both parties discussed more opportunities for course development, which includes introductory sessions on Esports and support in the development of course topics for the curriculum.

“Coventry University’s expertise in sports management and business studies will help further support our Member Associations, players, and officials in developing content around the education of Esports. This collaboration not only signifies AESF’s continuous effort in supporting this industry, but it also reflects Coventry University’s dedication and commitment to adapting and keeping up with the times,” Sebastian Lau, Director General of AESF, said.

“We are delighted to have reached this key milestone in developing this crucial partnership for the university. We understand the importance of esports globally and in Asia particularly and are delighted at the opportunity to work with the AESF to support the athletes, players, officials and associations who make up this vibrant community as it continues its rapid growth and innovation,” David Pilsbury, Deputy Vice-Chancellor of Coventry University, said.

“We are proud to lay down the foundation of a long-lasting partnership with the AESF, that offers tremendous opportunities in terms of students’ experience. This agreement will also foster the development of impactful, multi-disciplinary research on this fast-changing and growing sector,” Simon Gérard, Course Director, MSc Sport Management, said.

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