AI-powered customer experience in the gaming industry: creating immersive and engaging experiences

By Rohit Bansal

Since the advent of technological advances, almost every industry has changed significantly, and gaming is no exception. According to IBEF, India’s gaming market is expected to be around US$2.6 billion in FY22 and grow to US$8.6 billion by FY27. The expansion of the industry can be attributed to easy access to the internet, increased availability of smartphones and massive youth population. In fact, with the rise of artificial intelligence (AI), the most significant contribution of technology, the gaming industry has seen a tremendous upheaval, mostly in terms of user experience.

AI-powered customer experience: changing the face of gaming

AI-enabled customer experience refers to the use of AI to improve how customers and businesses interact. In the gaming industry, this can take many forms, from AI-driven game design that adapts to player behavior to chatbots that provide player assistance.

One of the key benefits of AI-powered customer gaming experiences is the ability to create personalized experiences for each player. Artificial intelligence algorithms are able to analyze player data in relation to their gaming patterns, preferences and even emotions in order to tailor the gaming experience to their unique needs. For example, an AI-powered game can change the difficulty of a level based on the player’s skills and abilities, making sure they feel challenged and not upset about not being able to complete the level. Additionally, the game can adjust the storyline to reflect the player’s choices and actions, creating a more immersive and compelling narrative.

Apart from that, AI-powered chatbots serve as an additional means to improve the gaming customer experience. Using Natural Language Processing (NLP), chatbots understand and respond to player requests and provide real-time assistance. This can be especially useful for players who are stuck in a level or need help navigating the game mechanics. In addition, these chatbots can also provide personalized recommendations based on the player’s choices and gameplay. For example, if a player has shown a fondness for puzzle games, the chatbot will suggest other similar games that might interest them. However, chatbots are not only beneficial for gamers; They are also beneficial for gambling organizations as they reduce the costs associated with providing customer service. Instead of relying on human support agents, gambling companies can use chatbots to provide basic support to players, allowing agents to focus on more complex issues.

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Also, improved gaming security has been made possible through the AI-powered customer experience, which has eliminated any opportunity for cheating or illegal activity. By analyzing player data, AI algorithms can identify patterns that indicate any type of malicious behavior. This can help gambling companies take steps to protect the integrity of the game and ensure a fair playing field for all players.

AI-Powered Customer Experience: Key Challenges

With a plethora of benefits, the AI-powered customer experience also presents a variety of challenges when it comes to gaming. Privacy is one of the biggest issues gambling companies face as they need to ensure they collect and use player data in an ethical and transparent manner and comply with all relevant privacy regulations.

Additionally, another challenge is ensuring that AI-powered experiences are inclusive and accessible to all players. AI algorithms are only as good as the data they were trained on, and when that data is biased or incomplete, it can lead to discrimination or exclusion.

Despite these challenges, the potential benefits of an AI-powered customer experience in gaming are pretty obvious. By creating more personalized, engaging and immersive experiences, gaming companies can build stronger relationships with their players and build a more loyal customer base.

Everything considered

The AI-powered customer experience has certainly ushered in a new era of gaming for gamers, allowing them to enjoy games according to their preferences. Artificial intelligence algorithms can evaluate player data in terms of gaming patterns, preferences and even emotions, with the aim of tailoring the gaming experience to their specific needs. In fact, AI-powered customer experience has helped gaming companies carve out a unique niche in the industry. The ability to deliver a truly distinctive and personalized experience through the use of AI can be a huge advantage in a market where so many games compete for player attention.

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The author is founder, Super4

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