DO CHATBOTS ENHANCE OR INHIBIT ONLINE CASINO CUSTOMER CARE?

Love them or hate them, chatbots are here to stay. Like with a lot of other things in the online casino industry, there are both pros and cons to chatbots. However, it’s evident that for most operators, the advantages of using a chatbot far outweigh the disadvantages. This has led to the prevalence of chatbots across the sector.

In this article, we give you some insights on why casinos use chatbots and how they enhance players’ overall online casino experience. But, as with anything else, there are also drawbacks that cannot be overlooked and which will also be discussed. 파라오카지노 먹튀검증

Why Online Casinos use Chatbots 

If you were to ask any online casino player whether they’d like to talk to a human being when they need support or whether they’d want to interact with a piece of computer code impersonating a person, and they’ll almost always pick the human.

In the ideal world, an online casino player would be able to get in touch with a professional human support agent at the click of a button and they would be able to get precisely the answer, solution or help they are looking for. 파라오카지노 회원가입

Unfortunately, things don’t work like this in the real world where resources are finite and competition is fierce. There are thousands of online casinos, each of which having thousands (if not hundreds of thousands) of members that may all need support throughout the day and resources are limited. In order to cater to such a huge demand and reduce the load put on actual human customer care representatives, online casino operators must make use of any technology available to at least streamline and deliver support without using human agents whenever possible.

This is why online casinos use chatbots, they cost a whole lot less than an army of human customer care representatives working in shifts around the clock.

Chatbots Working in Tandem with Human Support Staff 

The best casinos will have a mix of both chatbots and professional human customer care agents. If and when a player needs help and they choose the live chat option, they’re first greeted by the chatbot. The chatbot will then proceed to gather information about what the player needs help with and will also collect some necessary information such as the identity and account details of the player.

Usually, depending on what the player needs, the chatbot might also point to resources or references where the player can find what they are looking for. However, if the query or issue is more nuanced and complex, requiring a less straightforward or automated answer, then the chatbot might offer the option of connecting the player to a human support agent who’d be able to take the matter forward and try to find a suitable solution. 뉴헤븐카지노 먹튀검증

By using both chatbots and human agents this way, online casinos can filter out support requests that actually need human intervention and tend to such requests only. The others are effectively handled by the chatbot itself. Considering that the majority of support requests are of the latter sort, chatbots make a whole lot of sense, for both the player and the house.

An Expert’s Take on Online Casino Chatbots

We got in touch with veteran online casino reviewer and expert on no deposit bonuses from NoDepositExplorer, Emma Davis, and picked her brain about her views on customer care:

‘When reviewing online casinos, it’s become very evident that excellent customer support is part of the package deal players seek. After all, it’s part of the whole gaming experience. Plain and simply put, if there are queries that need answers or troubleshooting tips – there needs to be some form of assistance available. Now whether this help comes in the form of a chatbot or direct contact with a live human agent really depends on the nature of the question and the intricacy of the problem at hand.’

Pros and Cons of Chatbots 

As we’ve discussed, there are advantages to using chatbots and these aren’t limited solely to cost saving for the casino operator,

There’s always an answer to players’ queries – customers benefit from this because they receive some form of help rather than none at all.

24/7 customer support – when it’s past working hours for human customer support reps, chatbots bridge the gap.

They’re practical – for the most part, chatbots are well-equipped to handle questions regarding game rules, technicalities, account settings, limits, deposits, withdrawals, and so on.

Chatbots can easily point a player to the relevant FAQ section where the player can find the answer they’re looking for.

Only some more intricate scenarios or requests will require the attention of a human professional.

While these are all fantastic reasons why chatbots are useful for both online casinos and their players, there are a few downsides to chatbots that cannot be ignored:

There’s the common perception that a chatbot is completely inept in providing solutions and many players base their customer experience or lack thereof based on this.

Customers may easily get frustrated when they realize they’re chatting to an automated robot and, as a result, this translates to a negative user experience.

Chatbots can never replace human interaction – part of a good customer experience is interacting with another human who’s able to empathize and relate to a person’s problem.

Some casinos are trying to completely replace human support agents with chatbots. In such cases, players with more complex requests can be stuck in a loop chatting with a bot, never getting to the bottom of the problem or solving it.

If a casino’s website isn’t bug-free and well designed, chances are, the chatbot will provide an substandard, unsatisfactory service.

Ultimately, only time will tell whether or not customers are more open to the implementation and use of chatbots. One thing’s for sure though, they’re certainly not going anywhere, so we may as well accept them as part of our troubleshooting process. Whether we’d like to look at them as a necessary evil or part of the solution to our problem is entirely up to us. Who knows, if there’s a shift in mindset and people start giving chatbots a chance, we might actually make headway!