Asia
Sinitic AI automates customer support for Asia’s iGaming industry
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
JETSYNTHESYS WELCOMES GOPAL SRINIVASAN, MADHUSUDANAN R, AND ARJUN SANTHANAKRISHNAN AS CHENNAI FRANCHISE OWNERS FOR GLOBAL E-CRICKET PREMIER LEAGUE SEASON 2
JetSynthesys, a global leader in digital entertainment and technology, announces the addition of prominent industry leaders including Gopal Srinivasan, Chairman of TVS Capital Funds Limited, Madhusudanan R, Co-founder of M2P Fintech and Arjun Santhanakrishnan, Group CEO of GS Global as the team owners for the Chennai franchise in the second season of its popular IP, Global e-Cricket Premier League (GEPL).
Gopal Srinivasan, Madhusudanan R and Arjun Santhanakrishnan bring a wealth of expertise to GEPL’s growing ecosystem. Their acquisition of the Chennai franchise sheds light on the city’s deep-rooted connection to cricket, a sport that goes beyond entertainment to serve as a cornerstone of Chennai’s cultural identity. Their leadership and vision, coupled with their passion for innovation, will be instrumental in shaping the future of cricket esports in India and beyond.
The Global Esports Premier League (GEPL), hosted on the mobile app Real Cricket, JetSynthesys’ category-defining cricket video game, delivers the most authentic, immersive, and feature-rich cricket simulation experience for mobile users. Last year’s tournament attracted over 200,000 registrations and culminated in a rigorous selection process that identified the top 64 players who formed eight teams. The action-packed finale saw these eight teams play-off each other in and compete for global esports glory. With cumulative multiplatform reach of 70mn+, GEPL S1 was also streamed on JioCinema and witnessed a significant viewership of over 1.1mn+ mins.
Mr. Rajan Navani, CEO and founder, JetSynthesys, expressed his enthusiasm about these developments, “We are incredibly excited to have Gopal Srinivasan, Madhusudanan R and Arjun Santhanakrishnan join as the team owners of Chennai franchise. Their combined experience brings a fresh perspective that aligns perfectly with our vision to push the boundaries of cricket esports globally. Their involvement strengthens our resolve to not just grow GEPL, but to create an entire ecosystem where gaming, technology, and cricket intersect to inspire a new generation of gamers.”
The new team owners also shared their excitement about joining the league.
Mr. Gopal Srinivasan commented, “As a firm believer in the transformative power of technology, I’m happy to support the Global e-Cricket Premier League and the Chennai franchise. Esports offers a unique platform to nurture talent and foster inclusion. I look forward to witnessing the incredible skills and passion of our players and expanding India’s influence in the global esports landscape.”
Mr. Madhusudanan R added, “Cricket has always been a unifying force in India, and esports is rapidly transforming how we connect with the sport. Being part of the Chennai franchise in the GEPL allows us to tap into a growing digital audience and offer them a platform to showcase their skills. I am excited about the potential this league holds for fostering talent and pushing the boundaries of competitive eCricket.”
Mr. Arjun Santhanakrishnan said, “eCricket is redefining the boundaries of sports, and I am thrilled to be a part of this journey with the Chennai franchise in the Global e-Cricket Premier League. The blend of cricket, technology, and esports is creating new opportunities for fan engagement and innovation, and I look forward to witnessing the next generation of esports talent from Chennai rise on the global stage.”
Mr. Rohit Potphode, CEO & League Commissioner of GEPL, enthused on the occasion, “We are thrilled to have Gopal Srinivasan, Madhusudanan R and Arjun Santhanakrishnanonboard as the franchise team owners for Chennai. Their participation adds immense value to the league, not just from a leadership standpoint but in terms of fostering innovation and new opportunities for players. As we look ahead to Season 2, we are working hard to expand the league’s footprint and deliver an unparalleled competitive experience that will captivate both players and fans alike.”
The second season of GEPL is set to introduce an expanded team format, new league guidelines, and a more intense competitive framework, building on the success of Season 1. Real Cricket 24 continues to set the standard for cricket simulation with nuanced mechanics, challenging gameplay, and a focus on strategy. The finals for GEPL Season 2 are scheduled for January 2025, where the top teams will once again compete for the prestigious title of ‘e-Cricket Icon’ on a global stage.
Asia
SuperGaming Announces IIT Homegrown Qualifiers Winners; Teams Advance to Compete for ₹2 Crore Prize Pool
Pune, India, 11th December 2024 – SuperGaming is proud to announce the winners of the IIT Homegrown Qualifiers, showcasing India’s emerging esports talent.
The winning teams are:
- Team Rogue – ₹6 Lakhs
- DGE – ₹3 Lakhs
- Moggers – ₹1.5 Lakhs
Sankalp ‘Frosty’ Kore was named the MVP of the tournament with an impressive 43 Kills, taking home a cash prize of ₹1 Lakh for his exceptional performance.
These top teams have secured their spots in the IIT LAN finale, where they will compete for a massive ₹2 Crore prize pool.
In a related highlight, the recent playtest in the Philippines saw Kalidiman Esports emerge victorious, earning their place in the LAN finale and adding an international flair to the competition.
The next segment of the tournament is the IIT Nationals Qualifiers, where players will represent their respective states. Registrations for IIT Nationals Qualifiers (State Open Circuit) are now open. This stage features a prize pool of ₹10,00,000, with the top two teams advancing to the IIT LAN Finale.
Players can register here: https://forms.gle/6MFp6bdeZss22bd97
Through its ‘Clutch India Movement’ SuperGaming continues to elevate the Indian gaming ecosystem by nurturing homegrown talent. This initiative aims to empower homegrown players to compete and excel whilst driving India’s rise in the thriving global gaming industry.
Asia
Delasport Teams Up with Betable Group in UK and Philippines Partnership
Leading iGaming supplier Delasport has agreed a strategic partnership with Betable Group, that will see the pair working closely together in both the UK and the Philippines.
The deal means Betable Group brands in both markets will gain access to Delasport’s comprehensive sportsbook solution, on top of the existing Betable Gaming platform that offers both casino and bingo.
The strategic partnership will initially launch in the Philippines, before expanding to the UK shortly.
“This partnership is a win-win-win for Delasport, Betable, and their customers,” said Delasport’s CEO Oren Cohen Shwartz. “The UK and the Philippines are extremely appealing markets – one is mature and developed, while the other is emerging and full of potential. Thanks to Betable’s professionalism and reach, we can now quickly deliver our award-winning solution to more operators worldwide.”
Charlie Noble, COO at Betable Group, added: “Integrating Delasport’s sportsbook product now allows our partner operators in the UK and the Philippines to offer players a complete gaming experience. We’ve been extremely impressed by Delasport’s sportsbook product, and this partnership underlines our commitment to delivering the very best to both our operator partners and the end user.”
Delasport’s Plug & Play iFrame solution is an operator favourite, due to a range of unique features that sport bettors love to engage with.
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