iGaming customer support in Asia faces unique challenges. First, there is a wide variety of languages and dialects spoken throughout the region. There’s also the preference for instant chat-based support, and the growing number of iGaming brands spanning these languages. Another issue is the secondary use of support agents for direct sales across these brands, invariably need to use multiple aliases.

It’s not shock that customer support costs currently make up between 50% and 60% of an Asian iGaming company’s Costs of Goods Sold. This high cost is due to these unique market factors, especially since companies tend to centralize their operations in the few regulated markets, which, in turn, requires importing a large number of staff for multilingual customer support teams.

The usual pain points for customer support of an Asian iGaming operator include registration and signup abandonment, deposit and transaction completion, and Know-Your-Customer (KYC) problems.

Natural language processing (NLP) company Sinitic addresses these pain points for Asian-facing iGaming operators with its artificial intelligence (AI)-enabled chatbots — conversational assistants that aid human customer support staff — which allow businesses to control and even reduce these operational costs while expanding profits.