AI Support Glossary

All you need to know to navigate modern AI customer support in iGaming.

AI Support Glossary

All you need to know to navigate modern AI customer support in iGaming.

AI Support Glossary

All you need to know to navigate modern AI customer support in iGaming.

AI Support Glossary

All you need to know to navigate modern AI customer support in iGaming.

SECTION 1

Types of AI Solutions

AI Agent

An autonomous AI that combines natural language understanding with structured workflows and real system actions to fully resolve player issues end-to-end.

Chatbot

Generative AI (GenAI)

Copilot (Agent Assist)

Large Language Model (LLM)

Voicebot / Voice AI

AI Supervisor / Orchestration Layer

AI Agent

An autonomous AI that combines natural language understanding with structured workflows and real system actions to fully resolve player issues end-to-end.

What it actually does

Understands the player's intent and context across a full conversation
Follows complex, multi-step procedures reliably (KYC verification, withdrawal processing, bonus application)
Takes real actions — checks balances, updates records, sends resets, applies limits — by connecting directly to your back office and tools
Maintains memory and context across long, multi-turn conversations
Personalises responses based on player profile, VIP tier, history, and segment
Knows when to escalate, and does so with full context handed off to the human agent

Who it talks to 🟢 Player-facing — handles the full conversation, from first message to resolution

Think of it as: A trained support agent on your team — one who never sleeps, handles thousands of conversations simultaneously, and gets better over time.

AI Agent

An autonomous AI that combines natural language understanding with structured workflows and real system actions to fully resolve player issues end-to-end.

Chatbot

Generative AI (GenAI)

Copilot (Agent Assist)

Large Language Model (LLM)

Voicebot / Voice AI

AI Supervisor / Orchestration Layer

AI Agent

An autonomous AI that combines natural language understanding with structured workflows and real system actions to fully resolve player issues end-to-end.

What it actually does

Understands the player's intent and context across a full conversation
Follows complex, multi-step procedures reliably (KYC verification, withdrawal processing, bonus application)
Takes real actions — checks balances, updates records, sends resets, applies limits — by connecting directly to your back office and tools
Maintains memory and context across long, multi-turn conversations
Personalises responses based on player profile, VIP tier, history, and segment
Knows when to escalate, and does so with full context handed off to the human agent

Who it talks to 🟢 Player-facing — handles the full conversation, from first message to resolution

Think of it as: A trained support agent on your team — one who never sleeps, handles thousands of conversations simultaneously, and gets better over time.

SECTION 2

Core AI Support Concepts

Automation Rate

The percentage of player conversations resolved end-to-end by AI with no human intervention. It is one of the most important performance indicators for any AI support deployment — but must always be read alongside quality metrics like CSAT, as high automation with poor resolution quality ultimately damages player trust and retention.

Deflection

Resolution

Containment

Escalation Rate

First Response Time (FRT)

Queue Time

Intent

Knowledge Base (KB)

Retrieval / Similarity Search

CSAT / NPS

SECTION 3

AI Support Capabilities

Multi-Turn Reasoning

The ability of an AI to maintain context, track goals, and reason coherently across a long, back-and-forth conversation. Basic GenAI tools can lose track of what was said earlier in a conversation, leading to inconsistent or circular responses. True AI agents are designed to hold the full thread — remembering what the player said, what has already been tried, and what still needs to happen to reach resolution.

Tool Use / Actions

Personalization & Memory

Escalation Logic

SECTION 4

AI Integrations & Skills

Back-Office Integration

A secure, real-time connection between the AI and the operator's back-office platform, enabling the AI to look up player accounts, check transaction histories, verify KYC status, read VIP data, and take actions directly within the system. Back-office integration is what transforms an AI from a knowledge tool into a resolution tool — without it, the AI can only explain; with it, the AI can act.

Messaging & Collaboration Integrations

MCP (Model Context Protocol)

Analytics & Reporting

SECTION 5

iGaming Industry Terminology

FTD (First-Time Depositor)

A player who makes their first real-money deposit on a platform. FTD volume is a core acquisition metric for operators, and FTD-related support queries — such as deposit issues, welcome bonus eligibility, and KYC requirements — are among the most time-sensitive interactions an AI must handle well, as a poor experience at this stage significantly increases churn risk.

Loyalty Bonus

FS (Free Spins)

PAM (Player Account Management)

GGR (Gross Gaming Revenue)

NGR (Net Gaming Revenue)

LTV / CLV (Lifetime Value / Customer Lifetime Value)

VIP

Welcome Bonus

Reload Bonus

Cashback

Wagering Requirements

PSP (Payment Service Provider)