Process Automation in Gambling

Friday, 5 January 2024

We bring to your attention a very interesting topic considering the times we live in – the advent of Artificial Intelligence and shortly humanoid robots.


Casinos will soon implement fully automated processes to face the competition

Where and how customers access gambling is evolving at a record pace. The casino and gaming industry must adapt to the rapid pace of change in consumer behaviour, driven by new entertainment offerings emerging and competing for the attention of players around the world.

Process Automation in Gambling will help casinos and gaming operators meet these challenges and leverage their vast customer data sets (the famous Big Data) and creative talents to innovate new products and services. Creating and maintaining better services with old and new customers, while maintaining compliance with responsible gambling regulations will drive “smart automation” on a large scale and with speed.

By 2025, 75% of companies will “churn” inappropriate customers because the cost of retaining them will be too high.

Maximising the player experience in the arcades

Everyone certainly wants to maximise the player experience in gaming rooms and casinos, but how many of us will actually see it in our venues? Can we do it without automating repetitive processes or implementing Artificial Intelligence? What would be briefly the directions where we could use process automation in our casino operations?

Data structuring

Casinos/gambling venues are busy places. Customers enter and exit gaming areas, attend events and enjoy meals out. Monitoring these activities creates huge amounts of unstructured data. Trying to extract useful information from all this data manually has always been difficult and time-consuming, but now there is technology to help us use this data effectively, including video footage; knowing how many cameras are in the gambling venues.

Automated customer flow processing can create real-time heat maps of where the action is at any given time and provide continuous and rapid analysis of where staff are needed, for example.

Or we can use better data structuring to find out where we need to boost our anti-fraud efforts and make informed business decisions, such as where to place new attractions in casinos or when to exit old businesses that no longer offer enough profit.

Another example of an area where we can use process automation is in accommodation services, concierge services and loyalty programmes. Here we can use the data structuring provided by process automation to personalise experiences at gaming venues. For example knowing which drinks were most in demand at a party, or which performers gave me more customers in the casino – a jazz band or a DJ? All this can now be found out quickly and automatically.

Some information I can use immediately in my operation, and some I can analyse after the event and take into account later at the next event.

Robots, the future of live casinos

A news story caught my eye this autumn that RoboFab, a US factory, is set to deliver 10,000 humanoid robots a year.

But at the same time, just a few days ago, I was reading that MGM Las Vegas is thinking of using robots in the concierge department or even put to work in the live area as dealers in the future.

While the terms are often used interchangeably, contrary to popular belief, a croupier and a dealer are not the same. While a dealer deals cards and interacts with players at a casino table, a croupier usually operates games involving wheels or dice. They are usually responsible for spinning the roulette wheel, rolling the dice, declaring winners, checking bets, collecting losing bets, paying out winning bets, selling chips and seating players.

The casino industry is no stranger to technology. People have seen casino games move from mechanical machines with buttons and electronic entertainment devices with monitors to digital experiences with touch screens and virtual and augmented reality.

Casinos have turned to technology by introducing, for example, automated card shuffling, mobile apps or cashless payouts or attendantless payouts. All of these with the aim of streamlining processes within the operation and making things easier for the customer.

In casinos the Robot will come to the customer

A big technological step is on the horizon that could change the live casino experience forever. Whereas until now robots have sat quietly in the back and performed simple or complex processes for various industries, it seems the casino industry will soon want them face to face with the end customer. Of course, the first impact will be one of amazement and many will probably flock to see them at work, but gradually they will gradually take the place of people in the organisation chart. I wrote an article 2 years ago called The Lost Jobs of Casinos, it seems that many things are starting to come true and the role of robots in our industry will not be a figurative or marginal one, but on the contrary.

What are the chances we’ll see robots as dealers or croupiers?

Quite high. Robots never get tired, they never get drunk, they don’t want holidays or raises. So the chances of robots replacing us are pretty good. That they don’t have social skills, yes, is and will be a problem, but over time tech companies will work on these aspects to improve them too.

Attempts to introduce them to casinos in Macau or Las Vegas started back in 2015 when tech company Paradise Entertainment brought the Min robot to market. Then in 2018 they introduced through their subsidiary LT Game a more advanced and human-like robot, which was launched at the Macau Gaming Show. It was equipped with Artificial Intelligence, a high definition screen and ambient music. It was an improved version, but it wasn’t enough. Surely attempts in this direction will continue.

Robots have already made their way into casinos and are very popular.

In casino-related activities, robots have already arrived and are doing jobs that humans used to do. Here are some brief examples:

– Robots are bartenders. Accurate and efficient, they prepare drinks by the book, and waiting times are greatly reduced.

Room service food delivery. “Jett” and “Fetch” are two examples of this system at work; albeit only operating out of the MGM-owned Vdara Hotel & Spa.

Security robots. Equipped with sensors and cameras these are seen around casino lobbies watching for suspicious behaviour and flagging any unattended objects. They are also equipped with sensors that look for heat in the event of a fire or other potentially dangerous heat source.

– The robots have arrived in the customer service department. They answer the most frequently asked questions and if they can’t handle the task they direct you to a human to serve you.

There is much more to be said about process automation in gambling and the penetration of robots into our industry, but I prefer to leave room for a sequel. I don’t want to scare anyone, but our jobs are at risk, and this is just the beginning…



Author: Editor

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