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Movers and Shakers – From Data to Decisions: What It Really Takes to Make AI Work in iGaming
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“Movers and Shakers” is a dynamic monthly column dedicated to exploring the latest trends, developments, and influential voices in the iGaming industry. Powered by GameOn and supported by HIPTHER, this op-ed series delves into the key players, emerging technologies, and regulatory changes shaping the future of online gaming. Each month, industry experts offer their insights and perspectives, providing readers with in-depth analysis and thought-provoking commentary on what’s driving the iGaming world forward. Whether you’re a seasoned professional or new to the scene, “Movers and Shakers” is your go-to source for staying ahead in the rapidly evolving iGaming landscape.
By Claudia Heiling, Co-Founder & COO, Golden Whale
For years, iGaming has considered itself a data-driven industry. We’ve all spent time refining segmentation, optimising CRM journeys, mapping behavioural signals, and building increasingly complex player models. And with machine learning now widely available, whether bought, built, or borrowed, it would be reasonable to assume that the industry is already fully realising the benefits of AI.
But speak to most operators, product teams, or data leads and you’ll hear a different story.
There are models running somewhere – and usually several. There are predictions being generated. There are dashboards, reports, and insights circulating. Yet the business impact often feels inconsistent. Some initiatives deliver a clear uplift; others stall or never make it past a proof-of-concept stage. Projects that shine in testing environments don’t always translate into live, reliable operations.
The issue is rarely the model. And it’s rarely the data team. The gap is operational.
It’s one thing to build machine learning models. It’s another to make them function as part of the daily working rhythm of an iGaming business.
The operators and providers seeing the strongest and most reliable gains are the ones who treat AI not as an experiment, but as a capability: something that must be designed, deployed, monitored, re-trained, and continuously improved. This is closer to how we already treat core game operations, promotional systems, risk tooling, or CRM orchestration. It’s iterative, structured and ongoing.
In practice, that means building the frameworks around the models, not just the models themselves. Continuous data flows. Automated re-training. Real-time deployment pipelines. Feedback loops that allow systems to learn not just once, but constantly. When we work with iGaming clients who have embraced this operational mindset and leverage our ready-to-deploy MLOps system built for iGaming, the impact becomes both compounding and predictable.
The other shift happening is cultural. There has been a lingering expectation in some corners of the industry that AI will replace manual decision-making entirely and that it will “take over” processes like CRM optimisation, fraud detection, or product adjustment.
That’s neither realistic nor particularly desirable.
iGaming is too contextual, too human, too dependent on craftmanship and intuition.
The real value of AI is in augmentation: giving teams better visibility, faster feedback, and stronger evidence on which to base decisions.
In organisations where this mindset has taken hold, you see a different dynamic.
CRM teams run more experiments, more often, because they aren’t spending time rebuilding segments from scratch. Analysts spend less time on manual spreadsheet simulation and more on strategic exploration. Live-ops managers can respond to player behaviour as it changes, not after the weekly report comes in.
AI becomes the layer that enhances judgement, rather than replaces it.
And when AI is integrated technically and culturally, the commercial outcomes are hard to ignore. In setups where continuous learning pipelines are properly established and aligned with live operations, we’ve seen engagement and retention metrics improve dramatically and sustainably, with activity and revenues rising by 100–200%, while bonus and incentive costs drop by 20%+, driving growth and both securing and expanding market share. Operational teams benefit too, with workflows becoming smoother and less manual because the system is handling the constant data processing and iteration.
The improvements don’t come from having more complex algorithms. They come from having a structure that allows those algorithms to perform reliably, adapt to change, and keep learning over time.
This is where the conversation about AI in iGaming is quietly changing.
It’s no longer dominated by model performance or dataset scale, rather it is focused on repeatability, reliability and learning speed.
The distinction matters because it separates having AI, from running AI.
And the operators and providers who get this right aren’t just improving performance in the short term. They are building organisational momentum, a capability that compounds over time and is very difficult to replicate quickly.
In a sector defined by tight margins, competition and rapidly shifting player expectations, that advantage is significant.
So, if there is a “next step” in the industry’s AI journey, it’s not a more complex algorithm. It’s not a bigger data pool. And it’s not a new suite of predictive dashboards.
It’s the ability to learn continuously, responsibly and at scale.
Because in iGaming, as in intelligence, data alone doesn’t win. What wins is the ability to turn learning into action again and again.
The post Movers and Shakers – From Data to Decisions: What It Really Takes to Make AI Work in iGaming appeared first on European Gaming Industry News.
Tugi Tark has released a 2026 whitepaper, The economics of AI-powered iGaming customer support, arguing that AI changes the unit economics of player support and can reduce costs compared with human-led operations.
The report cites “verified pricing” of EUR 0.15 per AI-handled ticket. It compares that with fully loaded employer costs for human support in Romania and Bulgaria of EUR 1.73 to EUR 1.88 per ticket. At a “realistic” 70% AI containment rate, the whitepaper claims a blended cost of about EUR 0.67 per ticket, which it describes as roughly a 64% reduction versus a human-only baseline of EUR 1.88.
Tugi Tark says its analysis draws on Eurostat 2024 labour cost data, published research on AI chatbot benchmarks, independent iGaming player behaviour research, and operational data from its own deployments. The company estimates operators can achieve a 55% to 75% reduction in total support expenditure, and argues AI can absorb volume spikes—such as during major sporting events—without additional hiring or training lag.
Harpo Lilja, founder and CEO of TUgi Tark, said: “In 2026, the ‘wait-and-see’ approach to AI is costing operators millions in unnecessary overhead. We aren’t just talking about chatbots; we’re talking about a fundamental shift in the unit economics of player retention.”
The whitepaper also frames customer support as a retention lever, stating that payment issues account for 52% of ticket volume and that slower response times drive churn. It claims a 0.5 percentage point churn reduction could retain an additional 500 players per month for a mid-sized operator, translating to €200,000 in annual revenue based on an assumed €400 Player Lifetime Value. Tugi Tark also claims AI agents average ~7 seconds for first response versus ~60 seconds for human agents, and outlines use cases across Responsible Gambling escalation, KYC/AML workflows, and GDPR-aligned data sovereignty.
The post Tugi Tark whitepaper puts AI iGaming support at €0.15 per ticket appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.
Supplier takes Stand A05 in Nairobi on May 4–5, pitching pre-built tournament betting tools and discounted onboarding for new partners.
BetConstruct AI said it will exhibit at iGaming Afrika on May 4–5 in Nairobi, Kenya, at Stand A05.
The company said its main focus at the event will be a “Best Sportsbook for the World Cup 2026” package, supported by “Special Bets, Powerfull and Bet on League.” BetConstruct AI said the tools are designed to help operators run World Cup activations “with zero additional development required.”
For the World Cup activation, the supplier is also advertising commercial incentives for new partners. BetConstruct AI said new partners receive a 65% platform setup discount “applied immediately,” plus “100% Core Suite Access” for the first three months, followed by “65% off for 4-12 months.” It added that third-party tools are “51% off for 3 months.”
Beyond the tournament pitch, BetConstruct AI said it will present its wider iGaming ecosystem, including Sportsbook Platform, Casino Platform, Affiliate Ecosystem, Retail Solutions, and its AI suite. The company said its Sportsbook Platform provides “over 140,000 pre-match events and 12,000+ monthly esports live events,” and that its Casino Platform integrates “350+ providers via a unified aggregation API.”
BetConstruct AI said its AI suite includes CRM AI, Umbrella AI, AI Game Recommendation System, and Betting Mate AI, covering functions such as churn prediction, risk management, real-time personalisation, and conversational betting. It also said its Retail Solutions show how operators can connect land-based and digital channels for an omnichannel setup.
- BetConstruct (official website); https://www.betconstruct.com/ Company reference page for product portfolio and event announcements.
- iGaming Afrika (event information); https://igamingafrika.com/ Confirms dates, location, and exhibitor details for the conference.
- FIFA World Cup 2026 (official site); https://www.fifa.com/fifaplus/en/tournaments/mens/worldcup/canadamexicousa2026 Authoritative background on the tournament referenced in the supplier’s activation pitch.
The post BetConstruct AI to present World Cup 2026 sportsbook offer at iGaming Afrika appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.
In an iGaming Real Talk interview in Dubai, the firm says the tool reads player emotion and context to guide operator actions.
SoftConstruct AI has unveiled RecSys, an AI Game Recommendation System, during an exclusive iGaming Real Talk interview recorded at AIBC Eurasia in Dubai on Thursday 30th April.
Mushegh Khachatryan, Chief AI Officer at SoftConstruct AI, said RecSys is designed to move beyond traditional recommendation models by interpreting player emotions in real time and accounting for context, with the goal of suggesting “the next best action” for operators. “You can understand your customer’s emotions in real time and suggest the next best action. We are building intelligent systems which can reason and act.”
Khachatryan said SoftConstruct built an AI Center of Excellence by hiring talent from outside the iGaming sector, and described RecSys as part of “production-ready agentic AI” intended to support personalised campaigns and decision automation. Surya Palli, host of iGaming Real Talk, said: “SoftConstruct is essentially building a Netflix-style personalised experience for the iGaming industry, where every player gets a lobby made just for them.”
Responsible gaming was also discussed, with the company claiming AI can detect risky behaviour faster and more consistently than human teams, and recommend timely breaks while balancing player protection with sustainable growth.
Khachatryan also stressed the need for explainable, controlled deployment. “AI should help teams perform five times better rather than replace them… Without proper boundaries, short-term momentum boosts with AI can actually hurt your company in the long term.” The company said operators can manage campaigns, personalisation and risk through chat interfaces, with at least 85% accuracy “from the first interactions,” and directed viewers to the full interview on the iGaming Real Talk YouTube channel.
- SoftConstruct; https://softconstruct.com/ Company background and official information on SoftConstruct and its business units.
- iGaming Real Talk YouTube channel; https://www.youtube.com/ Source location for the full interview referenced in the announcement (editor can add the specific video URL once identified).
- AIBC Eurasia; https://aibc.world/ Event organiser site to corroborate the conference setting and provide context on AIBC Eurasia.
The post SoftConstruct unveils RecSys AI game recommendation system at AIBC Eurasia appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.
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