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
SOFTSWISS Developer Conference Highlights Engineering Strength in High-Load iGaming

SOFTSWISS, a global igaming software provider, has hosted one of its largest internal developer conferences. The closed-door event in Warsaw brought together over 100 product and engineering specialists to share their experience on building robust iGaming infrastructure, scalability, and technology resilience.
Designed to accelerate cross-functional collaboration and drive technical excellence, the conference agenda featured ten selected talks focused on mission-critical topics such as platform architecture, high-load performance, risk management, and structured thinking – all vital to the stability and success of modern iGaming operations.
“Behind every seamless gaming experience is a robust, well-architected platform that can perform under pressure,” said Sergey Kastukevich, Deputy Chief Technology Officer at SOFTSWISS. “This conference reflects our belief that high-performance technology is the foundation of long-term operator success. It’s where ideas are tested, knowledge is shared, and better systems are built.”
The speaker line-up was curated from a highly competitive pool, with three applications submitted for every available slot. The final agenda reflected both the technical depth and practical expertise required to operate at scale in the iGaming industry, offering value beyond core engineering topics.
“Most of the topics revolved around strategic challenges aimed at improving efficiency, stability, speed, cost, and process optimisation. That defines who we are as a company: we are a global tech company with 16 years of experience, our products are mature, and what matters now is how we process large volumes of data reliably and build scalable knowledge bases. These are applied, enterprise-level issues,” highlighted Stanislau Biarkovich, Principal Architecture Manager and one of the internal organisers of the conference.
Among the standout sessions were:
“An Economist’s Guide to Architecting and Building Web-Scale Platforms” – a talk connecting infrastructure decisions with economic principles, delivered by Brian Azzopardi, Head of Engineering.
“How Risk Management Techniques Could Make Business – and Your Life – More Effective” – a session by Sergei Laiter, Risk and Process Manager, highlighting the strategic thinking behind resilient tech systems.
Attendees included engineers and product leaders from SOFTSWISS offices across Europe.
As part of its broader commitment to innovation and community engagement, SOFTSWISS also participated in Code Europe 2025, one of the continent’s top tech festivals. Representing the company on the public stage, Artem Bychkov, Deputy Chief Security Officer, delivered a keynote titled “Groundhog Day: Lessons from 20 Years in Security”, shedding light on recurring cybersecurity blind spots and their impact on digital business resilience – including in iGaming.
With demand for stable, scalable, and secure platforms at an all-time high, SOFTSWISS continues to invest in its global engineering culture to ensure that its partners – including operators, aggregators, and affiliate programs – can grow with confidence.
About SOFTSWISS
SOFTSWISS is an international technology company with over 15 years of experience in developing innovative solutions for the iGaming industry. SOFTSWISS complies with a number of gaming licences and provides comprehensive software for managing iGaming projects. The company’s product portfolio includes the Online Casino Platform, the Game Aggregator with over 30,000 casino games, the Affilka Affiliate Platform, the Sportsbook Software and the Jackpot Aggregator. In 2013, SOFTSWISS revolutionised the industry by introducing the world’s first Bitcoin-optimised online casino solution. The expert team, based in Malta, Poland, and Georgia, counts over 2,000 employees.
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Conferences in Europe
EGT Digital to present its brand-new products designed to perform at iGB Live 2025

This year’s iGB Live is the next destination where EGT Digital will present a selection of impressive new releases, product upgrades and popular bestsellers from its portfolio. Visitors will have the opportunity to explore the company’s latest innovations at stand N50.
Part of the exciting new lineup is the upcoming slot Power & Glory: Athena, which will be launched as part of the popular Clover Chance jackpot series. The game invites players to challenge the Greek goddess in exchange for a rich mix of cascading wins and dynamic bonus features.
Together with it, guests can explore EGT Digital’s extensive portfolio of over 140 in-house developed casino titles, covering a wide variety of themes and mechanics. On display will be also the company’s standout jackpot solutions Bell Link, High Cash, Single Progressive Jackpot, and the latest Gods & Kings Link.
EGT Digital’s iGaming platform X-Nave will demonstrate how its modular architecture helps operators build and grow successful online businesses. Its 4 main modules – Sport Product, Gaming Aggregator, CRM Engine, and Payment Gateway, can be used as part of the complete solution or integrated individually into third-party platforms. Each module has been upgraded with new functionalities, which will be showcased at iGB Live 2025.
New features are coming to the Sport Product module, bringing a more dynamic and personalized betting experience. Among the highlights is the Early Payout option for live events, giving players the chance to lock in a win as soon as their team takes a 2-goal lead. The updated eSports menu introduces a new visually engaging layout that makes browsing and navigation effortless. To further tailor the experience, the new Sports Recommendation Engine delivers real-time, personalized suggestions based on individual betting history and behavior. A predefined multiple bets container now appears in the Sports lobby, displaying both original and boosted odds. With the enhanced Quick Deposit feature, players can top up their accounts instantly while staying within their financial limits.
X-Nave’s Gaming Aggregator will present its expanded game library, which now includes more than 24,000 titles from over 150 providers. Attendees will get acquainted with the Client Hub, which offers easy access to game resources and features, jackpots, documentation, and certificates. In addition, now operators will be able to manage bonuses through the Aggregator, thanks to the module’s built-in bonus support.
The Payment Gateway will introduce several important upgrades designed to improve flexibility and player convenience. One of the latest additions is the Stacking Deposits feature, which allows multiple consecutive deposits to be combined toward activating a bonus. The PIX method now enables players to make deposits straight from the game window, while the Quick Deposit functionality continues to support fast and seamless top-ups. The platform users will also have at their disposal Google Pay as a deposit option and Apple Pay as a withdrawal option. Fully automated deposits and withdrawals via bank transfer will be also available.
Last but not least, the Standalone payment gateway will be presented too. This is a new separate product, which includes all features of the Payment Gateway: transaction monitoring, rule engine, integrations with payment methods, and allows integration with X-Nave and platforms of other providers.
Tsvetomira Drumeva, Head of Sales at EGT Digital, commented: “I always look forward to iGB Live, as this event traditionally provides us with the chance to showcase our innovative solutions to a wide range of professionals from all over the world and to strengthen our existing partnerships, as well as start new high-potential collaborations. This year, my excitement is even greater as the show will be held in a new place – London, which has already established itself over the years as a preferred location for holding large-scale gaming exhibitions. I am confident that our participation in iGB Live 2025 will be a great success, meeting and even exceeding our expectations.”
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Conferences in Europe
iGB L!VE to champion player protection

The Sustainable Gambling Zone (SGZ) located on stand Q30 at iGB L!VE will reflect the very latest thinking on player protection delivered by a mix of not for profit and private sector companies including Yaspa, Experian, Department of Trust, Gordon Moody and BetBlocker – the 2025 Clarion Gaming charity partner.
Visitors to the Zone will have the opportunity to connect directly with specialists in responsible gambling, mental health, and consumer protection, learn about the latest technological advances and initiatives designed to enhance player safety and well-being, attend thought-provoking sessions and workshops focused on best practice and foster collaborations aimed at driving positive change across the industry.
Explaining the evolution of Clarion Gaming’s commitment to player protection Managing Director Stuart Hunter said: “I’m extremely proud that we became the first b2b gambling event to champion player protection when we launched the Consumer Protection Zone at ICE 2018.
“The journey of the Sustainable Gambling Zone has been nothing short of remarkable. What began as a ground-breaking initiative has evolved into a powerful symbol of the industry’s collective commitment to sustainability. As the home of the iGaming community moves to London, the heart of the iGaming industry, the SGZ will once again underscore our belief that player experience and responsible practices are fundamental to long-term success.”
Naomi Barton Portfolio Director iGB events added: “World class exhibitions provide a powerful platform for engagement. The opportunity to bring together the international industry with its regulators in a professional environment is a key opportunity to ensure that gaming regulation delivers robust player protection undertakings within a framework which allows the industry to grow.
“We remain utterly committed to supporting safer gambling and the promotion of regulated markets. The SGZ provides a focus for our attendees to understand, implement, and champion the responsible principles that underpin a healthy and thriving iGaming sector. We invite all 15,000+ iGaming professionals attending iGBLive 2025 to visit the SGZ and be part of what promise to be vital conversations.”
iGB L!VE: 2 – 3 JULY, 2025 | ExCel London
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