Tugi Tark Launches Multilingual AI Support to Transform iGaming Customer Service
Estonian innovator Tugi Tark has rolled out a state-of-the-art AI-powered support system tailored for the iGaming industry. This platform boasts the ability to communicate in over 250 languages, aiming to streamline responses, cut operational expenses, and lessen player churn by delivering swift, efficient assistance.
Customer support has traditionally been a stumbling block in the online gaming sphere, with staffing issues often causing delays and uneven service quality. Now emerging from stealth mode, Tugi Tark introduces a solution leveraging advanced language models, machine learning, and a specialized database of over 10 million historical support tickets. The goal? Transitioning support from being merely reactive to proactively engaging players.
At the heart of this innovation are AI agents capable of autonomously handling a large portion of player inquiries. These virtual agents work tirelessly, improving continuously as they learn from ongoing interactions. For more complex or sensitive issues, requests are seamlessly escalated to qualified human agents, ensuring high-quality resolution.
CEO Harpo Lilja emphasizes, “We’re convinced we can help operators transform player support from a cost centre into a strategic competitive advantage. Support isn’t just about answering questions. It’s about creating momentum, trust, and loyalty. The quality of customer service is critical — it can make or break a VIP programme.”
He further explains, “With human agents, the support times are inconsistent. Support staffing for a multi-market 24/7 operation is challenging and costly. High churn among staff is common, and the limit of talent is an unfortunate reality. Combining both human and AI agents is the solution to the problem. AI agents can resolve many queries independently, and the rest are automatically routed to the most suitable human agent to guarantee a fast and effective resolution.”
A standout feature of Tugi Tark’s platform is its extensive multilingual capacity. The AI can interact seamlessly with players in over 250 languages, removing the necessity for localized support teams or external translation services. This capability is especially vital for operators with a global player base, enabling consistent service across regions.
The platform also proactively addresses operational issues. For instance, if a deposit fails, an API call from the payment provider containing the error message triggers an immediate chat with the player. This instant communication clarifies the problem and offers solutions, significantly reducing abandonment rates and boosting satisfaction.
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“Players expect quick, effective support whenever they need it,” the company states. “Tugi Tark’s AI agents target this critical need. Slow responses remain one of the biggest frustrations in iGaming customer service, often caused by staffing limitations.”
Based in Tallinn with a remote-first approach, Tugi Tark has doubled its team within the past year to keep pace with rising demand. The company is on the cusp of onboarding five new iGaming operators onto its platform, with additional partnerships to be announced before 2025’s end.
Lilja concludes, “We understand high-value players, compliance, cost optimization, and player safety — because we’ve lived these challenges ourselves. Every feature is crafted to tackle real-world issues: regulatory pressures, global user bases, multi-brand operations, and 24/7 VIP support.” Tugi Tark AI iGaming
