Inside Asian Gaming

October 2016 inside asian gaming 21 Chatbots can tell patrons how individual slot machines are performing Features Now let’s dig deeper into the data. When a customer interacts with the chatbot, every interaction is stored and can be used for analytics; so now the chatbot can constantly be bettered over time through an analytical continuous improvement process. Perhaps there are some questions that are either not getting answered or are answered incorrectly. Through analytics, we can improve the chatbot to properly handle these new questions. We can also leverage test and control to identify characteristics of the chatbot that drive additional revenue or additional loyalty. Our chatbot can also learn from its interactions with customers and, through a complex machine learning process, we can teach our chatbot to provide individualized responses – meaning that the chatbot may respond differently to our customer Mary than it does to our customer Bob based on how Mary and Bob like to be treated. Finally, from the conversations with our chatbot, we will collect a vast amount of data on our customers and their preferences and personalities. This data will allow us to be better marketers to our customers and will empower our hosts to provide better individualized service. The key to this new and interesting concept of replacing apps with e-mail or MMS driven chatbots is data. One cannot simply setup a basic chatbot with generic information. The data from all your casino systems needs to be integrated. In addition, the vast new data that comes from interactions with the chatbot needs to be a part of this integration. The technology is here and ready to be used. What the industry needs are innovators to leverage this technology and take the casino and its customer interactions to the next level. Andrew Cardno , CTO and founder of VizExplorer, is an internationally acclaimed thought leader in the field of data visualization, advanced analytics and Big Data. A prolific inventor with more than 60 patent applications, he has published more than 100 industry and academic articles and is co-author of the 2012 book The Math that Gaming Made . He can be reached at www.vizexplorer.com . Dr Ralph Thomas is Chief Data Scientist and General Manager gaming division for VizExplorer, a San Diego, California-based provider of software that makes life easier, more productive and more profitable for casino operators. He can be reached at www.vizexplorer.com . Reprinted with permission of Casino Journal