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
Race Estoril Track With F1 Legend Barrichello During SBC Summit 2025

SOFTSWISS, a global tech provider with over 15 years of iGaming expertise, invites SBC Summit Lisbon delegates to take a spin on the iconic Estoril Formula One circuit on 16 September 2025. The experience features remote-controlled car racing on a true-to-scale replica of the track. The programme begins at 10:00 with an opening race at Space EN08, with the circuit then open all day for drop-in challenges and networking.
At 10:00 on 16 September, a showcase race on the Estoril mini‑track will bring together Rasmus Sojmark, CEO & Founder of SBC, Rubens Barrichello, F1 legend and Non‑Executive Director for Latin America at SOFTSWISS, and Ivan Montik, Founder of SOFTSWISS. Delegates are welcome to cheer on the participants and then take the controls themselves on the very same circuit layout.
Beyond the track, Barrichello and Montik will also appear together on the Super Stage for their fireside chat, Excellence Under Pressure: Evolving in a Fast‑Moving Space. Taking place on 16 September, the discussion will explore the shared disciplines of motorsport and iGaming innovation, highlighting how speed, reliability and agility translate into long‑term business advantage. Barrichello will also share lessons from F1’s rapid technological changes, while Montik will show how SOFTSWISS applies similar agility in iGaming, innovating quickly while ensuring compliance and stability.
The SOFTSWISS team looks forward to meeting partners and friends throughout the show. Visit us at Stand B160 to explore collaboration opportunities and learn more about our product ecosystem.
About SOFTSWISS
SOFTSWISS is an international technology company with over 15 years of experience developing innovative solutions for the iGaming industry. SOFTSWISS provides certified software for managing iGaming projects. The company’s product portfolio includes the Casino Platform, the Game Aggregator with over 30,000 casino games, the Affilka affiliate platform, the Sportsbook Software and the Jackpot Aggregator. The expert team counts over 2,000 employees.
The post Race Estoril Track With F1 Legend Barrichello During SBC Summit 2025 appeared first on European Gaming Industry News.
Balkans
GLI Returns as Sponsor of the Regulators’ Roundtable at EEGS 2025

The Eastern European Gaming Summit (EEGS) proudly announces that Gaming Laboratories International (GLI) will once again return as a sponsor of the highly anticipated Regulators’ Roundtable at EEGS 2025, taking place on 27–28 November at Inter Expo Center, Sofia.
As the global leader in testing, certification, and professional services for the gaming industry, GLI has supported regulators, suppliers, and operators across more than 480 jurisdictions worldwide for decades. With a strong mission to ensure integrity, fairness, and transparency, GLI plays a pivotal role in shaping a trusted and sustainable global gaming environment.
The continued sponsorship of the Regulators’ Roundtable underscores GLI’s dedication to fostering dialogue, collaboration, and knowledge exchange between regulators and industry stakeholders. As one of the flagship sessions of EEGS, the Roundtable offers an exclusive platform to address pressing regulatory challenges, explore innovative solutions, and discuss strategies that will define the future of the sector.
EEGS 2025 will once again unite regulators, operators, suppliers, and thought leaders for two days of high-level discussions, networking, and knowledge sharing, reinforcing its position as the leading forum for gaming innovation and regulation in Eastern Europe and beyond.
Learn more & register here: https://eegamingsummit.com/register-for-super-early-bird-ticket/
For any sponsorship availabilities, see here: https://eegamingsummit.com/sponsorship-2025/
Together with partners like GLI, EEGS continues to be the meeting point for innovation, regulation, and collaboration in the gaming industry.
The post GLI Returns as Sponsor of the Regulators’ Roundtable at EEGS 2025 appeared first on European Gaming Industry News.
Conferences in Europe
EGT Digital to Showcase AI-Enhanced X-Nave Platform and New Gaming Content at SBC Summit Lisbon

At this year’s SBC Summit Lisbon, EGT Digital will present its proprietary AI core integrated into the X-Nave platform, setting a new benchmark for personalization, compliance, and responsible gaming in the iGaming industry.
Unlike off-the-shelf tools, the AI core has been built from the ground up by EGT Digital’s own data science team, combining custom hardware, software, and in-house expertise.
“We’re excited to demonstrate how our AI core elevates X-Nave at SBC Summit Lisbon,” said Mr. Mihaylov, Deputy CEO of EGT Digital. “It’s more than a tech upgrade – it’s a new framework for building safer, smarter, and more engaging iGaming experiences.”
What does the Platform Deliver?
EGT Digital’s AI core, integrated into X-Nave, transforms the platform from a standard toolkit into an intelligent ecosystem.
The core capabilities include:
- Proactive Player Protection – Detects risky patterns in real time and auto-adjusts limits on the fly.
- Smarter QA – Simulated behavior speeds testing and boosts product quality.
- Intelligent Campaigns – Dynamic segmentation and live personalization, driven by real-time data.
- Predictive Churn Prevention – Identifies players at risk of leaving and provides value towards targeted retention campaigns with personalized offers.
- AI-Powered Lifetime Value Forecasting – Combines multiple predictive models to accurately estimate each player’s long-term value, enabling smarter acquisition and retention strategies.
- Intelligent Game Recommendations – Learns individual player preferences and delivers personalized game suggestions that boost engagement and session duration.
- Automated Bonus Optimization – Uses machine learning to determine the most effective bonus types and values for each player segment, maximizing ROI.
Together, these capabilities make X-Nave more than a technology platform. Operators benefit from it ensuring long-term competitiveness in the fast-evolving iGaming market.
What to Expect at Booths A100 & A130?
Visitors to booths A100 and A130 will discover a full spectrum of innovations from EGT Digital and the wider EGT Group, including the following.
Upcoming slot titles
Two highly anticipated titles will be unveiled:
- Power & Glory Athina – slot game with Cascades paymode, delivering dynamic, fast-paced play.
- SugarVille 1000 – slot game with Cluster Pay, immersing players in a sweet world of bonuses, where the Clover Chance Jackpot can be randomly triggered at any time.
Rich gaming diversity
EGT Digital will also present a portfolio of 150+ in-house developed titles across diverse themes, plus top-performing jackpots such as: Bell Link, Clover Chance, Single Progressive, and the latest Gods & Kings Link.
X-Nave platform versatility
The modular X-Nave platform includes four main components:
- Sport Product
- Gaming Aggregator
- CRM Engine
- Payment Gateway
Each can operate independently or as part of the turnkey solution. Key upgrades, such as the new Sports Recommendation Engine, enhanced Aggregator bonus management tools, and flexible Payment Gateway deposit and withdrawal options will also be on display.
VLT solutions from EGT
The EGT will showcase its established P 24-24 Up and P 27-27 St Slim cabinets, alongside with its newest VLT product – the Self-Service Betting Kiosk (SSBK).
With compact dimensions and a QR code payment option, the SSBK is designed for maximum convenience and will feature the Gold VLT multigame with 50+ titles, including proven favorites like Keno Universe and exciting new releases.
Together, these highlights demonstrate how EGT Digital and EGT combine innovation with responsibility to deliver value for operators and engaging experiences for players worldwide.
About EGT Digital
EGT Digital is a next-generation technology provider for the global iGaming industry. With a strong focus on innovation and responsibility, the company delivers scalable, secure solutions that empower operators worldwide.
The post EGT Digital to Showcase AI-Enhanced X-Nave Platform and New Gaming Content at SBC Summit Lisbon appeared first on European Gaming Industry News.
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