Casino operators should deliver unique and innovative experiences, leverage technology to enhance customer engagement
In the dynamic world of commercial casinos, the focus on providing memorable experiences for guests has never been more important. According to Jeff Babinski, Vice President and General Manager of American Place Casino, guests are seeking involvement, community, and unique experiences [1].
Industry executives are turning to artificial intelligence (AI) to help meet these expectations. AI is revolutionizing the casino industry by enabling highly personalized marketing and engagement strategies [1]. By analysing vast amounts of player data, including demographics, behaviour, and preferences, AI can segment customers effectively and automate tailored offers such as personalized bonuses and promotions [1].
These AI-driven incentives are designed to attract, retain, and re-engage players at optimal times, thereby maximizing customer lifetime value. For instance, AI can detect when a player is on a losing streak or at risk of churn and trigger timely bonus offers to improve retention [1]. AI also powers automated communication via personalized emails, SMS, and notifications, maintaining ongoing engagement with players [1].
Predictive analytics help refine the timing and targeting of these offers to ensure maximum impact, leading to enhanced customer satisfaction and loyalty in commercial casino environments [1]. While the detailed insights about AI's role in commercial casinos come primarily from online casino contexts, the principles of AI-driven segmentation, personalization, and predictive engagement reported by industry sources evidently apply across the commercial casino sector [1].
The deployment of AI was initially met with hesitation at Mohegan, due to concerns about authenticity. However, employees were heavily involved in the development and implementation of the AI feature, Meg, resulting in increased team member engagement [1]. The event discussed was the Casino Marketing & Technology Conference in Temecula, California, where Phil Sabbah, CMO of Playground, emphasized that guests may leave with fewer dollars but still want a good time [1].
Sabbah also stressed the importance of marketing teams utilizing new technologies, including artificial intelligence, to create exceptional experiences for guests [1]. Providing patrons with memorable experiences is critical for casinos, as guests who have a great experience are more likely to continue visiting the casino, rather than playing online at home [1].
Casinos are also concerned about igaming potentially poaching customers. To combat this, AI is being used to streamline access to procedures and policies, making them easier to navigate without having to read through lengthy documents [1]. This not only enhances the customer experience but also helps retain players within the physical casino environment.
In addition to commercial casinos, AI is also being used in other sectors. For example, Carnival Corporation's AVP Global Gaming Marketing, Martin van der Merwe, mentioned that AI is used more frequently behind the scenes, acting as a type of concierge to help customers find the best cruise options [1].
In conclusion, AI is playing a crucial role in enhancing customer experiences in commercial casinos. By providing personalized, timely, and relevant offers, AI is helping casinos attract, retain, and re-engage players, leading to increased customer satisfaction, loyalty, and revenue.
- The use of artificial intelligence (AI) in commercial casinos is not limited to marketing and engagement strategies; it also streamlines access to procedures and policies, enhancing the overall customer experience and helping retain players within physical casino environments.
- In the competitive landscape of casino-and-gambling, artificial intelligence (AI) is a key technology that casino executives are increasingly turning to, not only for its potential to maximize customer lifetime value through personalized offers, but also for creating memorable casino-games experiences that set their establishments apart from online competition.
