Sky Bet invests in chatbot solution to streamline its customer services
Operator kicks off latest phase of CoLab innovation programme with five start-up partners
Sky Betting & Gaming (SB&G) is developing an AI powered chatbot to streamline its customer services process.
The project is in partnership with one of five start-ups chosen to progress into the second phase of the operator’s CoLab innovation programme.
The firm told EGR the solution would cut out 25% of human-to-human interactions, allowing the customer services tribe to save time and still maintain customer satisfaction.
The use of chatbots in the betting industry has been relatively limited to date, with Paddy Power among the only firms to publicly utilise the technology.
The chatbot project officially kicked off on 8 January, marking the development phase of the CoLab initiative.
Five projects were launched in total, with another start-up tasked with tackling responsible gambling. That firm is testing a number of verification services that would ensure customers are spending within their means.
The other three projects cannot be revealed for legal reasons.
A SB&G statement said the successful start-ups are partnering with internal sponsors to test, refine and prepare the products for market.