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Elevating Player Experience: Cloudfresh’s Vision for AI-Driven Gaming Support

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HIPTHER, organizer of the Prague Gaming & TECH Summit 2025, is excited to welcome Cloudfresh as the Networking Break Sponsor, a company empowering businesses with top-tier cloud services. As a Zendesk Premier Partner, Cloudfresh specializes in integrating, optimizing, and scaling the best in-class cloud solutions, acting as a vital link between companies and cloud technologies. In this exclusive interview, we speak with Vita Usatyuk, Sales Executive at Cloudfresh, to explore how AI, omnichannel support, and personalized player interactions are reshaping customer service in gaming.

 

Player support is becoming a crucial factor in gaming retention. How can integrated customer service solutions enhance player satisfaction and engagement while keeping gamers in the game?

Integrated customer service solutions are essential for enhancing player satisfaction and engagement, ultimately driving player retention. By providing support across various channels like chat, messaging, phone, and email, gaming companies can meet players where they are, offering seamless and convenient assistance. This omnichannel approach ensures that players can easily reach out for help before, during, or after a game. Furthermore, AI-powered tools can provide instant help and personalized interactions, addressing player needs proactively and efficiently. A robust support system contributes significantly to a positive gaming experience, fostering loyalty and encouraging players to stay engaged with the game.

 

The gaming industry faces unique challenges in customer support, from omnichannel demands to peak traffic surges. How does Cloudfresh leverage Zendesk to help gaming companies streamline support operations and optimize agent workload?

The gaming industry presents unique customer support challenges, including omnichannel demands and peak traffic surges, especially during new release windows. We in Cloudfresh implement Zendesk solution for the customer support to help gaming companies streamline their support operations and optimize agent workload. Zendesk offers a unified platform that integrates various support channels, enabling agents to manage interactions from a single workspace. AI-powered automation can handle routine inquiries, allowing agents to focus on complex issues. Zendesk also provides tools for intelligent ticket routing, workforce management, and performance monitoring, which helps optimize agent efficiency and ensure timely issue resolution.

 

Personalization is key to delivering a top player experience. How can gaming brands use AI-driven customer support to provide more tailored interactions and proactively address player needs?

Personalization in gaming support is no longer a luxury, it’s a necessity. AI-driven solutions are empowering gaming companies to meet this demand in innovative ways. Here are some practical examples:

  1. AI Agents for 24/7 Support and Instant Answers: Players expect support around the clock. Zendesk’s AI Agents can provide instant, accurate answers to common questions, drawing from your knowledge base. This ensures players get the help they need immediately, any time of day.
  2. Intelligent Triage and Routing: AI can analyze incoming support tickets and route them to the right agent or team based on the player’s issue, game, or platform. This ensures that players are connected with specialists who can address their specific needs efficiently.
  3. Proactive Support and Personalized Recommendations: By analyzing player data and behavior, AI can help anticipate common issues and proactively offer solutions or tips. This could include in-game notifications, personalized FAQs, or tailored support articles. For example, Kaizen Gaming, a European eGaming company, delivers 95% resolution at first contact with live chat and 360° views of customers. This level of insight allows for highly personalized and proactive support.  
  4. Automation for Scalability: Gaming companies often experience peak support volumes around game releases or updates. Zendesk’s automation capabilities, enhanced by AI, can handle surging ticket volumes and reduce wait times. Play Games24x7, an Indian online gaming company, reduced their resolution time by 68% by leveraging Zendesk automation and analytics. This demonstrates the power of AI in scaling support operations efficiently.  

By leveraging Zendesk’s AI-driven features, gaming companies can provide more tailored, efficient, and proactive support experiences, ultimately driving player satisfaction and loyalty.

 

Cloudfresh has extensive expertise in implementing and optimizing Zendesk solutions for gaming businesses. Can you share a recent success story where your solutions significantly improved customer experience?

Yes, we have many success stories, and one recent example is our work with Bloober Team, a renowned game development studio specializing in psychological horror games. Bloober Team faced challenges in providing efficient player support, especially during peak times around game releases.  They needed a solution that could scale, provide comprehensive data from players, and streamline their support workflow.  

We implemented Zendesk’s Enterprise Suite for Bloober Team, including add-on apps and a custom ticket form to gather essential information from players.  We also integrated DeepL for translation to assist with their diverse player base.   

The results were transformative.  Bloober Team now has a robust system to manage player support, allowing them to react quickly to issues and provide timely solutions.  This has significantly improved their ability to maintain contact with players, address concerns, and ultimately enhance the player experience.  This case demonstrates our ability to tailor Zendesk solutions to the specific needs of gaming companies, helping them to overcome support challenges and foster stronger player relationships.

 

At the Prague Gaming & TECH Summit 2025, AI and automation in gaming support will be major discussion points. How do you see AI-driven support evolving in the next few years, and what should gaming operators focus on to stay ahead?

It’s clear that AI is no longer a future possibility in gaming support – it’s the present and the driving force of its evolution. We’re seeing a distinct separation between companies that are embracing AI and those that aren’t. Those “CX Trendsetters” are pulling ahead, and gaming operators need to be in that category. It’s not just about replacing human agents either; it’s about ‘human-centric AI.’ We’re talking about augmenting agents, giving them superpowers to handle complex issues while AI handles the routine.

Looking ahead, expect AI to get even smarter – predictive, hyper-personalized, with more natural conversations. And it’s not just chatbots anymore; AI-powered automation will touch every support channel, creating those seamless omnichannel experiences players demand. Crucially, AI will provide a wealth of data and insights, allowing for data-driven optimization of support strategies.

So, for gaming operators who want to stay ahead, it boils down to this: invest strategically in AI, empower your agents to work alongside it, focus on leveraging those AI-driven insights, build systems that can scale and adapt, and, of course, prioritize data security. That’s from my point of view the roadmap for success in the AI-driven future of gaming support.

 

With Cloudfresh at the Prague Gaming & TECH Summit 2025, this year’s event will showcase the latest innovations in AI-driven player support and customer service strategies. Don’t miss the opportunity to connect with industry leaders, gain exclusive insights, and explore the future of gaming support technology!

The post Elevating Player Experience: Cloudfresh’s Vision for AI-Driven Gaming Support appeared first on European Gaming Industry News.

Conferences in Europe

HIPTHER’s European Gaming Congress 2025 Marks Record Attendance and Announces Marek Plota as Ambassador of the HIPTHER Warsaw Summit

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The 2025 edition of the European Gaming Congress (EGC) closed its doors in Warsaw with record-breaking attendance, a strengthened industry footprint, and an announcement that marks a new chapter for HIPTHER’s European expansion: in 2026, EGC officially evolves into the HIPTHER Warsaw Summit with renowned legal expert Marek Plota appointed as its first Ambassador.

Held across two content-rich stages – the Compliance & Operations Lad and the TechXperience Stage – alongside the hands-on HIPTHER Academy Workshops, EGC 2025 delivered its most ambitious program to date. Attendance has now tripled compared to its reintroduction in 2023, establishing Warsaw as one of the most dynamic conversation hubs for gaming, compliance, and tech in Europe.

A European Outlook With Global Relevance

The Compliance & Operations Lab brought together regulators, lawyers, and industry specialists for a panoramic review of the evolving European ecosystem. Discussions spanned the Polish market’s legal framework, cross-border compliance from Paris to Berlin, key CEE territories, the Czech Republic and Romania, and an outlook on emerging priorities in the Baltics. Experts also explored global trends with a timely update on several LATAM jurisdictions.

A highlight of the Agenda was the IMGL Masterclass“Regulators, Legislators, and the Power of One Voice: A Legal Strategy for Industry Unity” – which explored the future of collaborative governance and harmonization.

Fintech, taxation, licensing, and responsible gaming standards added essential layers to a program designed to help operators and suppliers navigate an increasingly interconnected regulatory landscape.

Tech, Innovation, and the Human Factor

On the TechXperience Stage, conversations shifted to the future:
AI for competitive advantage
The evolution of esports and startup innovation
AEO & SEO trends redefining discoverability
Personalization and the new player journey
Cyber resilience in iGaming
Strategic Event Preparation in B2B PR, Marketing & BizDev

These sessions brought together marketing leaders, technologists, founders, and innovators across iGaming, fintech, digital entertainment, and cybersecurity, underlining Warsaw’s emerging status as a cross-industry meeting point in Europe.

A Key Voice: Marek Plota’s Impactful Participation

Throughout the Congress, Marek Plota – Founding Attorney at RM Legal & Gaming in Poland – played a leading role as both moderator and speaker. His contributions spanned Poland’s gambling framework, European lessons for CEE markets, and strategic taxation and licensing standards. He also brought legal depth to the IMGL Masterclass, adding critical clarity to one of the most pressing topics for operators in the region.

Marek’s widely respected presence across national and international gaming markets, combined with his years-long collaboration with HIPTHER as panelist, moderator, sponsor, and advisor, made this year’s Congress a natural moment to formalize the partnership.

Introducing the Ambassador of the HIPTHER Warsaw Summit

HIPTHER is proud to announce Marek Plota as the Ambassador of the HIPTHER Warsaw Summit, beginning with the 2026 edition.

In his own words: “It’s a real honor to serve as an ambassador for the Hipther Warsaw Summit and the European Gaming Congress. My collaboration with Zoltan Tundik and the Hipther team goes back many years as a panelist, moderator, sponsor, and above all, as a friend. These events are truly unique in the global gaming and gambling conference calendar — intimate, insightful, and refreshingly personal. Unlike the vast expos, Hipther events give people a genuine chance to meet, talk, and exchange ideas without walking 50,000 steps from one meeting to another. We are already looking forward to the next editions and to working together to make these conferences a true must-have for everyone in the industry.”

Marek is a founder and a head of the legal team at RM Legal Law Firm and Gaming In Poland, jointly providing multidisciplinary and multijurisdictional support for leading international gambling operators in the Polish, European Union, and African markets. His gambling practice includes regulatory support at the pre and post-licensing stage, IT, and taxation services, as well as the unique service of performing a function of a gambling representative. RM Legal is the only law firm in Poland representing offshore companies operating legally in the Polish gambling market. Apart from gambling Marek specializes in corporate commercial law and international investment projects.

A New Era for Warsaw, Europe, and the Global Market

The transition from EGC to the HIPTHER Warsaw Summit marks a strategic evolution with HIPTHER enhancing the region’s growing importance: Poland now stands as a crossroads of regulatory influence, iGaming innovation, and international market expansion – connecting Western Europe, CEE, and fast-emerging global markets, from Africa to LATAM.

In 2026, the HIPTHER Warsaw Summit will continue shaping the conversations and connections that define the future of gaming and tech.

HIPTHER looks forward to welcoming the industry back to Warsaw next year for an even bigger, more influential, and more globally connected event – assisted by the expertise and vision of its new Ambassador.

The post HIPTHER’s European Gaming Congress 2025 Marks Record Attendance and Announces Marek Plota as Ambassador of the HIPTHER Warsaw Summit appeared first on European Gaming Industry News.

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ADMIRAL Pay

NOVOMATIC Italia Showcases Innovation and Responsible Growth at SiGMA 2025

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NOVOMATIC Italia played a key role at SiGMA Central Europe 2025, one of the leading international events for the gaming and digital technology industry, which was held in Rome from November 4 to 6. The Group showcased ADMIRAL Pay, the payment institution authorised by the Bank of Italy, and Quigioco, its online gaming brand, presenting an integrated and sustainable vision for the future of payments and digital entertainment.

The synergy between the Quigioco gaming platform and ADMIRAL Pay was at the heart of NOVOMATIC Italia’s presence at SiGMA Central Europe 2025 was. This integrated solution offers legal gaming operators a concrete response to the ongoing transformation of the market, particularly in terms of regulatory compliance.

The combined structure of Quigioco and ADMIRAL Pay ensures fully compliant financial flow management by providing operators with technologically advanced tools that are aligned with the latest Italian legislative requirements. This infrastructure represents an integrated payment system and a complete digital ecosystem that is designed to support operators in an increasingly regulated and competitive market. The model is complemented by B2C solutions, including APay E-Wallet and APay Card, which interface seamlessly with the B2B architecture to expand additional growth opportunities.

Driving the market with technology and security

The collaboration between ADMIRAL Pay and Quigioco marks a key milestone for the Italian market: by adopting integrated digital payment systems, online gaming platforms can now deliver increasingly personalized and secure experiences to their users.

ADMIRAL Pay technology enables rapid conversion between cash and digital currency, ensuring instant and secure transactions that meet the highest international standards. For PVRs (Punti Vendita Ricarica: venues authorised to sell recharges for online gaming) and operators, this means access to an advanced payment tool that simplifies operations and guarantees efficiency, even during peak periods.

Meeting new regulatory and market demands

The digital payments and gaming sector in Italy is now subject to increasingly stringent regulatory standards that are designed to ensure maximum security, traceability and transparency. The integration of Quigioco and ADMIRAL Pay fully meets these requirements, offering a unique solution that strengthens compliance while enhancing the customer experience. By managing financial flows in a compliant manner, operators can reduce risks and provide players with immediate and secure access to their funds. This model translates into trust and long-term loyalty, creating value across the entire supply chain.

Responsibility and leadership: the pillars of the future

SiGMA Central Europe 2025 was also an opportunity to highlight NOVOMATIC’s commitment to promoting responsible gaming and continuous product innovation. The target is to maintain industry leadership by investing in technologies that not only enhance the user experience but also ensure maximum player protection and operator transparency.

“Our goal is to extend the success and expertise that have always defined NOVOMATIC Italia in the land-based sector into the digital world. We want to offer operators and players an integrated ecosystem that combines technology, security, and innovation, reaffirming our Group’s leadership in online gaming,” said Markus Buechele, CEO of NOVOMATIC Italia.

This strategic vision was recognized when NOVOMATIC Italia received the “B2B Industry Leader Italy 2025” award at the SiGMA B2B Awards, in honour of the company’s excellence and ongoing commitment to an innovative, responsible and sustainable approach to development. The Group is not only addressing evolving market and regulatory challenges but also paving the way for a future in which innovation and sustainability move forward together.

Through ADMIRAL Pay, Quigioco and the major innovations showcased at SiGMA, NOVOMATIC Italia demonstrates how the convergence of digital payments and online gaming can drive growth, security, and long-term sustainability across the industry. By being built on innovation, responsibility and strategic vision, this model is positioning the company at the forefront of a tech-driven and sustainable future.

The post NOVOMATIC Italia Showcases Innovation and Responsible Growth at SiGMA 2025 appeared first on European Gaming Industry News.

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2026 iGaming Trends Report

Presenting Industry Trends and Celebrating 100 Brands: SOFTSWISS Shines at SiGMA Central Europe

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SOFTSWISS, a global tech leader in iGaming solutions, has wrapped up a remarkable showcase at SiGMA Central Europe 2025. From the launch of the 2026 iGaming Trends Report to the live-built Alfa Romeo 4C handover, the company once again demonstrated why it stands as the industry’s leading technology provider and creative pioneer.

One of the main highlights of the event was the official release of the 2026 iGaming Trends Report. The fourth edition offers a data-driven overview of the macro- and microtrends shaping the future of iGaming – from the industrialisation of AI to regulatory shifts, cybersecurity evolution, and the rise of brand trust.

To mark the launch, SOFTSWISS hosted the 2026 iGaming Trends Marathon, a four-hour live event featuring global thought leaders. In the opening panel discussion, Ivan Montik, Founder of SOFTSWISS, Heathcliff Farrugia, COO of SiGMA, and Pierre Lindh, CEO of NEXT.io, arranged the ‘Ultimate Forecast Duel,’ exploring which trends will define the industry’s next chapter.

Another key moment was the Alfa Romeo 4C gifting, organised to celebrate the launch of the 100th brand powered by SOFTSWISS software in 2025. The sports car, assembled live during the expo at the SOFTSWISS stand, became a symbol of the company’s engineering precision and team spirit. 

During a special ceremony, Ivan Montik handed over the keys to one of SOFTSWISS’ valued partners, Lottu, represented by Hugo Baungartner, Chief Business Officer, marking another milestone in a long-standing partnership based on trust and shared success.

 

About SOFTSWISS

SOFTSWISS is an international technology company with over 15 years of experience in developing innovative solutions for the iGaming industry. SOFTSWISS provides comprehensive software for managing iGaming projects. The company’s product portfolio includes the Casino Platform, the Game Aggregator with over 36,700 casino games, Affilka Affiliate Platform, the Sportsbook Software and the Jackpot Aggregator. The expert team, based in Malta, Poland, and Georgia, counts over 2,000 employees.

The post Presenting Industry Trends and Celebrating 100 Brands: SOFTSWISS Shines at SiGMA Central Europe appeared first on European Gaming Industry News.

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