Why AI support rates in iGaming cannot be compared

An analysis published on European Gaming News argues that the rates reported for AI solutions used in customer support at iGaming companies cannot be compared with one another. According to the headline, even a single setup can produce three different figures.

The article points to the source of the problem as the figures disclosed by vendors resting on different definitions, different sets of support requests and different time periods. For this reason, when the data of two firms is placed side by side, the difference that appears may come from the measurement method rather than from performance.

According to the text, these figures cannot be compared until the industry agrees on a common definition. Because the rest of the article is cut off in the source, the details of the proposed solution are unclear.

This situation makes it necessary to know which definition and which group of requests a vendor's highlighted rate is based on. Without a common benchmark, comparing the results of different providers directly can be misleading.