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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?

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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.

 

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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.  

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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.

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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.

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Compliance Updates

Navigating Legal Frontiers: Nordic Legal’s Vision for the Finnish Gambling Market

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The Prague Gaming & TECH Summit 2025 brought together top experts across the iGaming and tech landscape, and Nordic Legal stood out as the event’s Scandinavian Legal Expertise Sponsor. A renowned legal advisory firm in the Nordic region, Nordic Legal continues to shape the future of gambling legislation and compliance in Europe.

In this post-event interview, we caught up with Pekka Ilmivalta, Head of the Finnish Office at Nordic Legal, to dive deeper into the firm’s insights on the upcoming Finnish gambling reform, the legal challenges it poses, and the opportunities it presents for operators preparing to enter the market.

 

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Finland is preparing to launch its regulated gambling sector in January 2026. As an expert with over 20 years of experience in the gambling industry, how do you view its draft legislation and the current state of the Finnish gambling market? 

Finns are used to gambling online, and the size of the market is close to 2 billion euros in GGR. As the market share of the national monopoly operator, Veikkaus, has declined to around 50 percent, nearly half of the gambling spending already takes place outside the Finnish regulation. Therefore, the gambling legislation reform is really needed.

The Government Proposal now being dealt with in the Finnish Parliament is generally a comprehensive and a good package. As the political parties are quite unanimous about the need for the reform, I expect the parliamentary discussion to concentrate on the balance between responsibility measures and the features making the market interesting enough for the operators to enter the regulated market. Especially marketing, use of affiliates and bonusing will, and should, be discussed.

I believe that the Parliament will approve the new legislation early next autumn and that the B2C license application process will be able to begin already in January next year.

 

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The Finnish legislative review council has raised concerns about potential increases in gambling harms under the new regulatory framework. What measures do you believe are necessary to mitigate these risks, and how could Finland balance market liberalization with responsible gambling practices?

Personally, I think that gambling harms must be taken seriously. However, as almost half of the Finnish gambling now happens outside the regulated market, I am convinced that succeeding in channelization is a crucial starting point to really mitigate gambling harms. Therefore, attractiveness of the market and measures against the black market are extremely important. Furthermore, self-exclusion and responsible gambling tools are, of course, needed for the players. Generally, I believe that AI assisted monitoring could and will have an important role in preventing harmful gambling in the future. To really work, responsible gambling tools need to be both pragmatic and relevant for each individual player.

 

Considering Finland’s upcoming gambling reform, what legal and operational challenges should gambling operators be prepared for, particularly regarding compliance and player protection? Which key trends do you see shaping the market’s future?

As it seems now that affiliates and welcome bonuses will be banned, operators will have to find other means to build their brand and acquire customers. Even though traditional marketing and sponsoring are widely acceptable, I would expect to see innovative solutions to stand out from the probable marketing avalanche during the first months after the market opening. Perhaps new kinds of sponsorships or retail activities? Or even enhanced player protection measures to gain a competitive edge?

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Overall, I would advise operators to start their market entry preparations early enough. The licensing procedure could take several (6 to 9) months. Also, adjusting to the local technical and player protection requirements might not happen overnight.

 

What insights could help Finland create a balanced and effective gambling market?

I believe that the new legislation will provide a good enough framework for a functional gambling market. However, based on experiences from Sweden and Denmark, I would point out two practical aspects crucial to making the new legislation effective: First, there needs to be collaboration between licensed operators and the new regulator. Dialogue and a mutual will to find solutions should be the common mindset. Secondly, the regulator hopefully has enough resources (tools, persons and persistence) to interfere with the black-market operations, which will evidently still exist also after the reform.

 

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Nordic Legal has extensive experience advising European governments on regulatory best practices. How can your firm assist operators looking to enter the Finnish market and navigate the evolving legal landscape?

With our deep knowledge of Finnish legislation, extensive experience from regulatory developments in other jurisdictions, and strong industry relationships, we are well-positioned to support operators and B2B suppliers entering the Finnish market. We can offer comprehensive guidance not only on compliance and licensing, but also on navigating strategic challenges, ensuring our clients are well-prepared for a dynamic and shifting legal landscape. Our proactive approach enables us to identify regulatory changes early and help clients stay ahead of industry developments.

 

The post Navigating Legal Frontiers: Nordic Legal’s Vision for the Finnish Gambling Market appeared first on European Gaming Industry News.

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ELA Games’ Yaroslav Soloshenko to Speak at the SBC Digital Conference 2025

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Yaroslav Soloshenko, ELA Games’ Business Development Team Lead, will participate in the panel discussion titled “Boosting the appeal of live casino to next-gen players” at the upcoming SBC Digital Conference 2025 on April 17, 2025.

The online full-day conference will gather the iGaming industry’s influential leaders to host in-depth conversations on the most relevant and talked-about topics in the online casino and slots space.

Yaroslav will be part of a three-person panel to discuss the future of online gaming and how live casino features can capture a modern audience. He will highlight how ELA Games’ titles, such as Cash Crab, have a crucial role in inspiring business success for operators with social gamification mechanics while providing a fresh gaming experience for players.

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Yaroslav Soloshenko commented, “It’s a pleasure to represent ELA Games at the upcoming SBC Digital Conference, where I’ll join influential panelists to explore how live casino features can evolve to accommodate the next generation of gamers. Our studio has witnessed firsthand how games like Cash Crab, with real-time social and gamification mechanics, can help operators drive engagement and acquire new players in a competitive market. I’m excited to discuss this topic further and provide relevant insights for all attendees.”

The post ELA Games’ Yaroslav Soloshenko to Speak at the SBC Digital Conference 2025 appeared first on European Gaming Industry News.

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Global EDM Icon Alok to Lead the INFINITY Lisbon at SBC Summit

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One of Brazil’s most iconic music exports, Alok, will headline the INFINITY Lisbon at SBC Summit, delivering his signature fusion of Brazilian rhythms and electronic dance music to the global event audience.

Set to raise the roof with an unforgettable fusion of lights and sound, the MEO Arena, home to SBC Summit’s ‘Super Stage’ during the day, will shift into high gear on September 18 as it transforms into the venue for the INFINITY Lisbon. Having hosted global icons like Beyoncé and The Weeknd, the arena promises an electrifying night designed to captivate the global gaming community.

Rasmus Sojmark, CEO and Founder of SBC, said: “The INFINITY is about blending high-level business networking with unforgettable experiences, and bringing someone of Alok’s caliber to the stage takes that to a whole new level. I’m proud that we’re able to deliver this kind of energy and entertainment to our attendees.”

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Alok rose to global fame with his breakout hit ‘Hear Me Now’—now nearing 850 million streams on Spotify—and has since become a trailblazer in the Brazilian Bass genre. Ranked 4th in DJ Mag’s Top 100 DJs for three consecutive years (2021–2023), he commands a massive global following with nearly 22 million monthly listeners on Spotify and 29 million Instagram followers.

In addition to headlining some of the world’s biggest festivals, including Tomorrowland, Ultra Music Festival, and Lollapalooza, Alok has collaborated with international stars such as Dua Lipa, Jason Derulo, and Ed Sheeran. His influence extends into gaming culture as well, with his inclusion as a playable character in the hit game Garena Free Fire.

Beyond the stage, Alok is a passionate philanthropist and the founder of the Alok Institute, which supports educational programs, environmental preservation, and social impact projects across Brazil.

He also champions the next generation of artists through his labels Controversia Records and UP Club Records—platforms dedicated to discovering, nurturing, and promoting emerging talent in the electronic music scene, both in Brazil and internationally.

With accolades such as Forbes Brazil’s 30 Most Influential Brazilians and Spotify’s Top 100 Global, Alok is the ideal artist to headline SBC’s second INFINITY experience, according to Sojmark.

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“The INFINITY brand was born in Lisbon. It’s where we dared to try something different, hosting our first-ever EDM-style festival with massive names like Don Diablo, Miss Monique, and Darude. The energy that night was off the charts, and it confirmed what we already felt: we had created something truly special for the industry,” he said.

The INFINITY Lisbon is the grand finale of SBC Summit, the industry’s fastest-growing global event uniting 30,000 professionals across betting, gaming, payments, and affiliation. After making the move from Barcelona, Lisbon’s second edition is gearing up for an even bigger return this September 16-18.

Sojmark added: “Funny enough, Alok was originally set to headline the INFINITY Rio, but plans shifted—and now it feels even more right to have him take the stage in Lisbon, where this whole journey began. It’s going to be one hell of a night.”

Asked about his vision for the INFINITY brand, the SBC CEO said: “I see it as a thank-you to our community—a celebration for those who believe in SBC and the connections built at our events. Experiences like this strengthen those bonds. That’s the power of joy, and that’s the essence of The INFINITY brand.”

The INFINITY Lisbon is an exclusive experience reserved for VIP Event Pass holders. Secure yours now for just €400 and take advantage of a €200 early bird discount.

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Operators and affiliates can apply for complimentary VIP Event Passes.

The post Global EDM Icon Alok to Lead the INFINITY Lisbon at SBC Summit appeared first on European Gaming Industry News.

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