Deus ex machina: Using technology to improve customer experience and consumer protection
Moderator: Ian Hughes, Chief Commercial Officer, GLI, USA (IH) Speakers: Earl G. Hall, President and CEO, AXES.ai, USA (EH) Joseph Borg, Partner, Head of Innovative Technology, WH Partners, Malta (JB) Rasmus, Kjaergaard, CEO, Mindway AI, Denmark (RK)
Abstract: What are the technological innovations ahead that can improve customer experience and customer protection? Are players lost by too many clicks and a non-smooth, disruptive experience? Which technologies can the industry integrate? And how can regulators facilitate it? As per consumer protection, the single transparent customer may be desirable from a responsible gambling perspective, but players also have legitimate privacy interests. Data protection laws are to be considered. How can player fraud and cybercrime be addressed in the future? How to find the right balance between seamless customer experience and safe play. How can big data and AI solutions help?
IH: Let’s dive straight into the high level technology. Maybe we can start off with you, Earl on of where you see technology, what IGSA, the Independent International Gaming Standards Association, is working on, what you’re working on and the technologies that are bringing consumer protection and advantages to both players and operators in the gaming space? EH: Well, first of all, let’s remember that a player is a citizen, and a human being. That’s the most important part for me, and in their hand, in the first world and even in the second world, there’s an 80% chance that they’re holding a smartphone. And since the month of May, that person has a one chance out of three to have downloaded ChatGBT. And since that month, they’ve had one chance out of eight to have started plugging in apps to ChatGBT. I don’t know if you use it, but if you don’t, you’re using a fax machine instead of an email system right now. In 1995, we lived through a major jump when we went from the old internet to a white screen. In 1998, we lived through the second jump when we started doing e-commerce and e-catalogs online. The jump we are living through his year we will look back in 20 years
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