Kindred Futures the innovation arm of Stockholm-listed online gambling firm Kindred Group Plc, has launched a pioneering AI conversational chatbot system in partnership with tech start-up Artificial Solutions.
Updating the market, Kindred Futures has developed its AI-centric chatbot to bypass industry standard ‘click-button functionalities’ and ‘key-word driven responses’, which struggle to identify problems related to the breadth and depth of regular gambling language.
Kindred’s initial AI Chatbot was launched on the Unibet Facebook page. The conversation-based interface enables customers to do more; from finding odds and placing bets, to asking about fixtures and getting help with over 100 FAQs. Users are also able to connect to a Customer Service agent to escalate issues and questions.
“Kindred Futures is committed to exploring the future of gambling and seeking out the most innovative companies and entrepreneurs. We’re passionate about creating real value for our customers and are excited to share an industry leading chatbot that is true to the conversational interface and will allow more functionality than ever before. The World Cup is just the beginning for us and we’ll seek to continue to broaden the product as we learn how customers interact with it” details Will Mace, Head of Kindred Futures.
The chatbot was developed utilising AI developer Artificial Solutions’ Teneo conversational-AI platform, with a view of delivering a best-in-class customer support solution, tailored to identify betting nuances.
“The impact of AI on customer experience is truly significant and an area that is critical to the success of an industry. We’ve developed a chatbot with Kindred Futures that has the ability to add an exciting new dimension to the gambling world through its ability to not only understand the nuances of day-to-day speech and gambling language but also evolve as it learns, delivering a personalised, engaging and frictionless customer experience” commented Andy Peart, Chief Strategy Officer of Artificial Solutions.
Moving forward, Kindred Futures will test its AI Chatbot within its Unibet World Cup Russia 2018 inventory, allowing Unibet users to find odds in over 1000 markets across all 64 games and outrights for the tournament.
“The World Cup is the starting point from which future developments will come, however already the breadth of functionality allows customers to interact with a range of Unibet services in a channel which has 1.3bn monthly users who send more than 2bn messages to business every month; creating a faster, frictionless customer experience.” Kindred Futures adds.