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Sinitic AI automates customer support for Asia’s iGaming industry

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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.

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Team ATK Oshun excels at 2024 Online Championships held on 13 April 2024

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Mind Sports South Africa’s (MSSA) 2024 Online Championships held on 13 April 2024 showed sterling results.
The championship was yet another chance for many esports athletes to qualify for MSSA’s National Team Trials to be held on 25 May 2024 at which the team will be selected to officially represent South Africa at the African Qualifiers which lead up to IESF’s 16th World Esports Championships to be held in Riyadh, Saudi Arabia in October and November 2024..

All Registered Players who have finished in the top three places, or the top 20% – whichever is greater, are entitled to enter trials.

However, it must be remembered that all players must have a valid passport to participate in the National Team Trials.

It was indeed exciting to watch just how much all the female teams have improved.

Team ATK Oshun (ATK Club Sport) being a female team astounded all with their skill and sportsmanship. The team demolished all ATK Club Sport opposition to ultimately won the premier event overall and qualify for the National Team trials to be held on 25 May 2025.

IESF’s 15th World Championships will be played to the following titles:

  • Counter-Strike 2
  • Counter-Strike 2 – Female division
  • DotA 2
  • eFootball
  • Mobile Legends, Bang Bang
  • Mobile Legends, Bang Bang – Female division
  • PUBGM

The high standard of play saw 37 Registered Players from six provinces being awarded Provincial Colours. Only Limpopo, Free State, and Northern Cape did not have Registered Players who did not earn provincial colours.

Title Name of player/team Club Provincial Colours awarded
Clash Royale – Premier Johan Coetzee Middies Mpumalanga
Clash Royale – High School Aryan Maharaj PR0NHS
Counter Strike: 2 ATK Oshun
Kaylee Ludick ATK Club Sport Gauteng
Jessica Eleez Greeff ATK Club Sport Gauteng
Christin Brazier ATK Club Sport Gauteng
Megan van der Westhuizen ATK Club Sport Gauteng
Kayhla Rose Calder ATK Club Sport Gauteng
DotA – Premier ZAG DOTA 1
Suhail Khan ZAG Academy Gauteng
Travis John Waters ZAG Academy Western Cape
Mark Kilian Lehle ZAG Academy Gauteng
Mohammad Dhooma ZAG Academy Eastern Cape
Nicholas Dammert ZAG Academy Gauteng
eFootball – Premier Aslam Parker PES Society Gauteng
FIFA 24 – High School Daiyaan Hendricks PES Society Western Cape
Mobile Legends – Premier
Mavericks
Matthew Tatalias Mavericks Gauteng
Damian Bransby Mavericks Western Cape
Preshan Pillay Mavericks Gauteng
Mohammad Azhar Ansari Mavericks KwaZulu Natal
Taygan Gabriel Mavericks KwaZulu Natal
Luke Green Mavericks Western Cape
Mobile Legends – Premier – Female
AHG
Je’nielle Cavanagh PES Society Western Cape
Inez Pringle PES Society Western Cape
Salma Parker PES Society Western Cape
Ra’isha Prout PES Society Western Cape
Fatimah Prout PES Society Western Cape
Mia Anthony PES Society Western Cape
PUBGM
Team uEnvy
Richard Henry ZAG Academy Eastern Cape
La-eeq Arendse ZAG Academy Western Cape
Kyle Dudley ZAG Academy Western Cape
Clayton Leak ZAG Academy Western Cape
Rocket League – Premier – 1 v 1 – Premier Nathan Strange Hoërskool Klerksdorp
Rocket League – Premier – 1 v 1 – High School Luther Peens Hoërskool Klerksdorp
Street Fightter V – Premier Marnus van der Merwe Hoërskool Klerksdorp North West
Tekken 8 Stasch Cloeta Team PlayBell Western Cape
Valorant – Premier
TuksValorant
Tapiwanashe Keith Matema TuksEsports Gauteng
Kyle Halvorsen TuksEsports Gauteng
Jaden Connor Swarts TuksEsports Gauteng
Ronald James Tyler Wheeldon TuksEsports Gauteng
Alejandro Luca Sartini-Kruger TuksEsports Gauteng
Armand Pierre van der Colf TuksEsports Gauteng
Sportsmanship Award Je’nielle Cavanagh PES Society
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Asia

PAGCor Welcomes Lawyer Wilma Eisma as New President and Chief Operating Officer

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The Philippine Amusement and Gaming Corporation (PAGCor) today welcomed its new President and Chief Operating Officer, lawyer Wilma Eisma, who took her oath of office before Executive Secretary Lucas Bersamin in Malacanang this morning.

“We are happy to welcome Atty. Wilma Eisma as PAGCor’s new President and Chief Operating Officer,” PAGCor Chairman Alejandro Tengco said. “We know she will be a great asset and her vast experience in both the government and private sectors will surely be put to good use here.”

Tengco said he witnessed Eisma’s oath-taking in Malacanang this morning. She then immediately joined her first PAGCor board meeting in the afternoon as the agency’s first ever woman President and Chief Operating Officer.

A lawyer by profession, Eisma earned her law degree from the Ateneo de Manila University and was a member of the Board of Directors of the Development Bank of the Philippines before joining the state gaming firm.

Prior to that, she also served as the first woman Administrator and Chairman of the Subic Bay Metropolitan Authority (SBMA).

Her private sector stints include leadership roles in PMFTC Incorporated, the Philippine affiliate of Philip Morris International.

She also held key positions at the Department of Trade and Industry where she worked at the Office of the Secretary and in the Office of the Majority Leader in the House of Representatives, among others.

Eisma succeeded Atty Juanito Sanosa Jr who resigned as PAGCor President and Chief Operating Officer last January.

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Asia

Maharashtra Government rewards state’s Asian Games 2022 Esports athletes with INR 10 lakhs; marks historic moment for Indian Esports

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In a groundbreaking move, the Directorate of Sports and Youth Services of the Government of Maharashtra has rewarded a significant amount of INR 10 lakhs to each Esports athlete of the state who represented India in the Asian Games 2022, held in Hangzhou. This marks a historic moment for Indian Esports, as it is the first time any state has included Esports alongside mainstream sports in prize money rewards for its state players in a major tournament. The recipients of this monetary reward include Darshan Bata, captain of the DOTA 2 team, along with his teammates Krish Gupta, Ketan Goyal, and Shubham Goli, as well as League of Legends athlete Samarth Trivedi.

Expressing his gratitude, Darshan Bata, the captain of the DOTA 2 team who hails from Mumbai, said, “I would like to express my sincere thanks to ESFI and the Maharashtra government for honoring us and recognizing and supporting Esports.”

Esports made its debut as a full-fledged medal event at the Asian Games 2022, where a total of 476 athletes from 30 different countries competed for gold medals across seven titles. India participated in four of these titles, including DOTA 2, EA Sports FC Online, League of Legends, and Street Fighter V: Champion Edition.

“It has been a great experience at Asian games, I am grateful for the support I received from the Maharashtra government and I really appreciate the efforts ESFI has contributed to our journey,” stated Ketan Goyal of Pune who was a part of the DOTA 2 team at the Asian Games 2022.

The talented Indian contingent for the Asian Games was sent by Esports Federation of India (ESFI), who had organized open for all nationwide online qualifiers to select the best and most deserving athletes to compete for the nation at the tournament.

“Really happy to see that Esports is getting recognized and we are being aided by the government. Thank you for the support to Maharashtra Government and a big shoutout to ESFI for giving us this opportunity to represent India in the Asian games,” highlighted Krish Gupta of Pune, a member of the Indian DOTA 2 team.

The League of Legends team, in particular, achieved a historic fifth-place finish at the 19th Asian Games after competing against top-tier teams from around the continent.

“I am really grateful to the Maharashtra government for providing us with the financial support. It is amazing to see Esports being recognized by the Government. A huge shoutout to ESFI for giving us the opportunity and platform to compete at the Asian Games 2022 in Hangzhou,” commented Samarth Trivedi of Thane who played a pivotal part in the country’s performance in League of Legends at the tournament.

Prior to the 19th Asian Games, India had also secured a remarkable bronze medal at the Commonwealth Esports Championships in DOTA 2, showcasing the country’s prowess in video gaming on the international stage.

“Thank you ESFI and team for all you support throughout Asian games 2022. We are really blessed and honored by Maharashtra Government for supporting Esports players and considering Esports in events like Commonwealth and Asian Games,” noted Shubham Goli, a resident of Pune who represented India at both the Commonwealth Esports Championships as well as the Asian Games 2022 in DOTA 2. The latest FICCI-EY report titled ‘#Reinvent: India’s media & entertainment sector is innovating for the future, India is expected to have 20 international teams by 2024.

The Maharashtra government’s recognition and support of Esports signals a significant milestone in the journey towards mainstream acceptance of competitive gaming as a legitimate sport in the country.

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