Ticket system, chatbots and live operators in online casinos: omnichannel support

Last edited:

Tatiana Fomina

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May 9, 2025

Customer service is key to player trust, retention and loyalty. In online casinos, this is especially important: money, time and emotions are all at stake. That is why modern platforms are introducing omnichannel support: from answering machines and bots to live operators with deep competence. The result is a quick solution to problems, an increase in satisfaction and a decrease in the load on the team.

Ticket system

The ticket system is a database of calls where each player message is recorded and processed:

Unique ID, status, priority assigned
Ability to track response times and decisions
Assign a responsible agent or department
Attaching files, logs, transaction history
Built-in analytics: response time,% of resolved calls

Integration with email, forms on the site and live chat.

Chatbots: the first line of automation

Chatbots close up to 60-70% of typical requests:

FAQs
Information on bonuses, shares, verification
Transaction, Withdrawal Status
Multilingualism and language autodetection
Integration with CRM, API, databases

Used both on the site and in Telegram, WhatsApp, Viber.

Live-operators

When a human approach is required:

Solving difficult situations: fraud, bonuses, disputes
Working with VIP players and sensitive requests
Verification support, KYC, AML checks
Operators 24/7 - depending on GEO and load
Ability to assess response quality (CSAT, NPS)

Integration and control

Dashboards and reporting on appeals

SLA metrics (response time, escalation, success)
Connecting HelpDesk systems: Zendesk, Freshdesk, LiveAgent
Logging of actions and access control
Set up auto triggers and notifications

Casino benefits

Rapid problem response = fewer failures

Satisfied players = higher retention and LTV
Automation = operational cost savings
Analytics = understanding player pain and product improvement

Strong support = strong casino. The ticket system provides order, chatbots - speed, operators - quality. Together they form a reliable and flexible service that can work around the clock and cope with any situation. And in a highly competitive niche, this can be a decisive advantage.