Conferences in Europe
Elevating Player Experience: Cloudfresh’s Vision for AI-Driven Gaming Support
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:
- 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.
- 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.
- 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.
- 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
Portside Game Assembly announces talks and roundtables for June 27th’s premiere of the conference for indie game leaders
Gamecity Hamburg is setting sail with the premiere edition of Portside Game Assembly – a dedicated B2B conference for international indie game leaders – taking place aboard a ship cruising Hamburg’s famous harbour on June 27. With a carefully curated program of keynotes, impulse talks, and roundtables, the conference offers a rare opportunity for studio directors and decision makers to connect in a focused and collaborative setting. Designed to spark fresh perspectives and actionable insights, the event brings together voices from acclaimed indie studios worldwide like Benjamin Laulan (COO & Co-Founder Evil Empire), Philomena Schwab (Founder Stray Fawn Studio), Søren Lundgaard (CEO Ghost Ship Games), Mauricio García (Studio Director The Game Kitchen), Kevin Zuhn (Creative Director & Co-Founder Young Horses Inc.), and more speakers. Tickets for the full conference experience, including a Networking Brunch and the Games Industry Party, are available at portsideassembly.com.
As the premiere of the Portside Game Assembly on June 27 is approaching, the laser-focused program for indie game leaders takes shape.
Keynotes, impulse talks and roundtables: This is the program
By offering a confidential setting for studio directors, the Portside provides value through relevant conversations and strategic networking, which is also reflected in the diverse yet focused conference program. These are some of the program highlights:
- Keynote: Benjamin Laulan (COO & Co-Founder Evil Empire): The “Triple-i Initiative Deep Dive” keynote on how to create your own announcement space and talk directly to your audience when you can’t really relate to other existing showcases.
Impulse Blocks:Impulse Blocks consist of two to three impulse talks, all of which relate to an overarching topic, followed by an open discussion about the perspectives shown and an opportunity for participants to share their own experiences. The discussions will be moderated by Mariève Beauchemin (Programs Director & Co-Founder Indie Asylum) and Andreas Suika (Creative Director & Game Designer).
- Mining for Your Next Gem – How to Decide which Games to Develop
A defining and crucial decision for every indie game studio is: what of the (probably many) game ideas should be pursued? Where should studios allocate their resources – and what game will help a studio prevail? Three speakers will share their approaches to these questions in 10-minute impulse talks:
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- Philomena Schwab (Founder Stray Fawn Studio): Game Idea Validation
- Jonas Tyroller (Founder Grizzly Games): You Don’t Need a Hook
- René Habermann (Director bippinbits): Don’t Ship the Wrong Game
- Games Are Made by People – How to Foster a Good Company Culture
Founding and maintaining an independent game studio and managing a small to mid-size team comes with a lot of responsibility: from growing or having to downsize a team to maintaining a company culture where talent is nurtured, developed, and kept long-term.
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- Mauricio García (Studio Director The Game Kitchen): Keeping the Indie Mindset while Going Big
- Kevin Zuhn (Creative Director & Co-Founder Young Horses Inc.): Hold Your Horses: Why Slow is How We Grow
- From Dev to Dev – Why to Invest in Other Studios
More and more indie studios take the leap to market not only their own games but also put their resources and experiences on games from other developers. Two speakers will share their motivations and learnings from investing in games and studios that are not their own:
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- Søren Lundgaard (CEO Ghost Ship Publishing): Developer by Day, Publisher by Night
- Christian Nyhus Andreasen (COO Fair Games): How to Lose 50% and Still Prosper – Angel Investment Lifestyle
Roundtables:
Roundtables have a more interactive concept than impulse blocks and encourage participants to discuss all aspects of the overarching question from the very beginning
- Roundtable 1: Mobile Ports – When, Why & How? Moderated by Ali Farha (Senior Producer Star Stable Entertainment)
- Roundtable 2: Stronger Together – Business Cooperations Between Indies. Moderated by Manny Hachey (Creative Director Positive Impact Games)
- Roundtable 3: (Self-)Publishing – The Good, the Bad, the Ugly. Moderated by Sophie Atkin (Director & Founder Secret Sauce)
- Roundtable 4: Longtail FTW – How to Make the Most out of Your Game. Moderated by Leonie Wolf (Associate Art Director Maschinen-Mensch)
The Portside Game Assembly website offers a detailed view on speakers, program topics and participating studios: https://portsideassembly.com/program/
The premiere of the Portside Game Assembly is supported by these great sponsors and partners: Photon and Twin Harbour Interactive!
Selection of already confirmed participants:
More than 60 studios from over 15 countries have already registered for the Portside Game Assembly conference on board the MS Princess. Besides already announced participants like Evil Empire, Stray Fawn Studio, The Game Kitchen, Toukana Interactive, Ghostship Publishing, and others, further acclaimed studios join the conference:
- Digital Sun (Moonlighter, Cataclismo) / Spain
- Keen Games (Enshrouded) / Germany
- Young Horses Inc. (Bugsnax, Octodad) / USA
- Gamious (Lake, Turmoil) / Netherlands
- Color Gray Games (The Case of the Golden Idol) / Latvia
- Massive Damage (Star Renegades) / Canada
- Beam NG (BeamNG.drive) / Germany
Further participating studios can be found on the Portside Game Assembly.
The post Portside Game Assembly announces talks and roundtables for June 27th’s premiere of the conference for indie game leaders appeared first on European Gaming Industry News.
Conferences in Europe
Inaugural iGaming Event for Technology Leaders: Technology in Gaming Conference 2025
The iGaming industry is getting a dedicated space for its most forward-thinking technical leaders with the launch of the Technology in Gaming Conference 2025 (TiG 2025) — an exclusive new event created specifically for CTOs, CIOs, and senior technology stakeholders in the iGaming world.
Taking place on 1st July 2025 as part of London iGaming Week in partnership with iGB Live!, this specialist conference will bring together some of the most innovative minds in technology to explore the future of cybersecurity, infrastructure, artificial intelligence, compliance, and scalability. TiG 2025 is designed to give technical leaders a forum tailored to the real challenges and opportunities shaping iGaming today and in the years to come.
“I am delighted to see other organisers bringing their own events that meet the need of specialist verticals within the industry as part of London iGaming week. The team at iGB L!VE are pleased to be able to support this event, and encourage iGaming senior IT professionals to join what we know will be an event that offers excellent content and networking opportunities for them” said Naomi Barton, Portfolio Director at Clarion – Organiser of iGB Live!
Topics on the agenda include:
- Scalable architecture & infrastructure
- AI & machine learning in iGaming
- Compliance & security in regulated markets
- Future-ready platform innovation
- Engineering teams, DevOps, and automation
“As an industry driven by technology I think it’s important to create a space that speaks specifically to the leaders developing and driving the change that has such a big impact on the growth and development of such an exciting sector” commented Shona ODonnell, Event Director.
Pretty Technical, a leading provider of iGaming software and platform solutions, is proud to be named the headline sponsor of this inaugural event. The company’s commitment to innovation and modern architecture makes it a natural fit for an event designed to shape the next chapter of gaming tech.
“As a business that thrives on building technology designed for the next decade, not the last, we’re thrilled to support TiG 2025 and connect with the talented tech leaders shaping the future of iGaming,” said Emma Blaylock, CEO Pretty Technical.
The event is also sponsored by Claranet, experts in modernising and managing critical applications and infrastructure 24×7, and Marshall Wolfe, a dedicated hiring consultancy specialising in digital and technology sectors.
Registration is now open with tickets currently discounted by £200 until 31st May.
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The prestigious Eastern European Gaming Summit (EEGS) is set to welcome Altenar, a prominent sports betting software provider, as a General Sponsor for its 2025 edition. Scheduled for 26th and 27th November at the IEC in Sofia, Bulgaria, this partnership exemplifies Altenar’s unwavering commitment to driving innovation and growth within the gaming and entertainment sectors. This long-standing collaboration has consistently generated mutual benefits and opportunities for both Altenar and the event, as well as for all participants involved.
Altenar continues to deliver top-tier solutions for licensed operators across the globe. From standalone sportsbook offerings to comprehensive turnkey solutions, Altenar combines proven reliability with tailored services to meet diverse client needs.
Since its inception in 2011, Altenar has powered hundreds of online sports betting platforms, while their self-service betting terminals and mobile applications adapt to the evolving demands of operators, leading to a rapidly expanding client portfolio in over 30 countries.
Altenar’s involvement as a sponsor underscores their essential contribution to the overall success of the EEGS, emphasizing a collective dedication to excellence and advancement in the industry. This year’s event promises to be a critical platform for industry leaders, visionaries, and entrepreneurs to discover and discuss the latest trends in gaming, entertainment, and hospitality.
As the foremost conference in the region, the Eastern European Gaming Summit (EEGS) offers an engaging setting for industry pioneers to network, collaborate, and delve into the opportunities shaping the future of gaming and entertainment.
Align your company with this esteemed conference and take advantage of the insights and expertise shared at the event.
Check the available sponsorship options here.
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