Tugi Tark introduces public demo of iGaming customer support AI agent

(AsiaGameHub) –   Tugi Tark has introduced a public demonstration platform allowing operators to trial its iGaming-specific AI customer support agent through simulated casino player scenarios, the firm announced.

Per Tugi Tark, the demo is built around randomized, preloaded player profiles containing deposit records, KYC verification status, gaming activity, and wallet balances. Operators can engage with the agent using these profiles and test its responses to scenarios including withdrawal requests, bonus disputes, gameplay issues, multilingual conversations, and Responsible Gaming alerts.

Tugi Tark noted that the demo uses the same technology as its live deployments, with the agent retrieving information in real time from the simulated player profile and policy and procedure documents configured for the test casino. In live setups, the company said, the agent accesses an operator’s player data, policy documents, and procedures, alongside an iGaming knowledge base built on over 10 million historical support tickets. This approach reduces the risk of outdated answers or AI hallucinations because it does not rely on static memorization, Tugi Tark explained.

Harpo Lilja, CEO and founder of Tugi Tark, stated that the company opted for an open demo to shorten evaluation cycles. “Operators want to see how the AI actually handles a withdrawal request, what it does when a player shows signs of distress, and whether it holds up across different languages,” he adds. “We decided to make the system available and let operators reach their own conclusions.”

Tugi Tark shared that operators can access the demo in two ways: a self-service option available via the Tugi Tark website after verification, and a scheduled option that provides access to the AI agent alongside the company’s customer service console through a unique access token. The console view includes ticket categorization, escalation paths, a single-queue interface, and a translation feature designed to enable human agents to communicate with players across languages, the firm noted.