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Sinitic AI automates customer support for Asia’s iGaming industry



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.



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.

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React Gaming to Offer LOOT.BET Esports Wagering Skin via HHRP in the Philippines



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Generationz Gaming Entertainment, a subsidiary of the React Gaming Group, has signed a white label revenue sharing agreement with HHRP Inc to operate LOOT.BET’s esports wagering platform in the Philippines, pending successful certification of the LOOT.BET platform by Gaming Laboratories International.

“We are thrilled to have HHRP as a partner for the Philippines market, HHRP being one of only four companies holding online gaming licences in a country of more than 109 million people,” Laurent Benezra, President and CEO of React Gaming, said.

“This agreement is part of our two-pronged growth strategy to expand LOOT.BET’s reach into the B2C and B2B markets. The advantage of the B2B market is that LOOT.BET’s platform will be offered to established customer bases, thus involving no customer acquisition cost on our part. Our partner will offer our white-label platform as its own to its customers and we will receive a portion of the revenue generated when those customers use the platform. The more popular our platform, the more revenue it will generate. The great thing about this model is that we can replicate it in multiple markets and with multiple online gaming providers at minimal cost,” Laurent Benezra added.

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BetMakers Signs Agreement with Royal Sabah Turf Club



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BetMakers has signed an agreement with the Royal Sabah Turf Club to provide its solutions to the Malaysian racecourse operator and its betting network.

Through the five-year deal, BetMakers will deliver a tote betting system along with content management services at the Tambalang Race Course and the Royal Sabah’s off-course betting network, via its Global Tote and Global Racing Network divisions.

BetMakers will be the exclusive rights holder for races held at the Malaysian club within both Tote and fixed-odds markets. BetMakers owns Global Tote, which it acquired from Sportech last year. Global Tote will deliver the Quantum to the Royal Sabah Turf Club as a SaaS solution, which will provide the club with the operational tools and training to distribute races to racetracks licensed by betting operators worldwide.

Lance Ku, Director of Sales & Business Development Asia for Global Tote, said: “Global Tote is very pleased to extend and grow our partnership with Royal Sabah Turf Club. The Global Tote solution offers advanced capabilities and features that will help them deliver a fantastic customer experience.

“Combined with Global Racing Network’s professional content management solution, Royal Sabah has a powerful route by which to pursue opportunities for growth.”

Datuk Peter Chin, Chairman of Royal Sabah Turf Club, said: “We have been very pleased with the services we receive from Global Tote and having the ability to turn to BetMakers for both our betting technologies and services, as well as for content distribution management, offers Royal Sabah Turf Club the most efficient, effective means by which to reach new markets for our racing, new content for our customers, and new revenue streams.”

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Mayhem Studios announces its first Battle Royale title



Mayhem Studios announces its first Battle Royale title
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“Underworld Gang Wars” or UGW, which revolves around the rivalry between two gangs, launched through India’s largest drone show designed for a game reveal

 Mayhem Studios, India’s first studio for AAA games has announced its first title “Underworld Gang Wars” (UGW), a Battle Royale game set in India. With the characters and plot rooted in India, the game promises an exciting setting with some interesting characters inspired by stories of India.

Set in a truly Indian plot, the locations, the gangs and the icons represent an Indian context in a AAA game for the first time. The theme, weapons, and the maps of the game have been designed to offer a unique experience to the gamers.

The gameplay becomes intense in UGW as the underdog gang from the West wants to take control of the Eastern region from its arch-rival urban gang.

To provide an authentic experience, each region depicted in the game resembles a real location in India, be it the coal mines or the next-door apartment complex. It also has iconic landmarks including a fort, station, stadium and a racecourse.

Scheduled to be launched later this year, the game’s pre-registration window will open from 22nd May.

Commenting on the announcement, Ojas Vipat, CEO of Mayhem Studios, said: “We are thrilled to come up with the first Battle Royale Title that promises to offer one of the most relatable storylines for gamers. UGW’s unique locations and the highly relatable universe with great graphics are sure to provide a great experience for Battle Royale players. We are also excited to put together a blockbuster game with some unique stories of India for the world.”

Mayhem Studios has conducted India’s biggest game reveal through a drone show at Mumbai’s Mahalaxmi Racecourse. Through this drone show, the studio revealed the game logo and also created a QR code that directed the onlookers to the game teaser.

The event was also attended by leading gaming influencers and enthusiasts like Tanmay Bhat, Mortal, Scout and Dynamo Gaming.

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