Tugi Tark launches public demo of iGaming customer support AI agent

Tugi Tark has launched a public demo environment that lets operators test its iGaming-focused AI customer support agent using simulated casino player scenarios, the company said.

According to Tugi Tark, the demo is built around randomized, preloaded player profiles containing deposit history, KYC status, gameplay activity and wallet balance. Operators can interact with the agent using those profiles and test responses to scenarios including withdrawal queries, bonus disputes, gameplay issues, multilingual conversations and Responsible Gaming flags.

Tugi Tark said the demo uses the same technology as its live deployments, with the agent retrieving information in real time from the simulated player profile and from policy and procedure documents configured for the test casino. In live deployments, the company said, the agent retrieves an operator’s player data, policy documents and procedures, alongside an iGaming knowledge base built on more than ten million historical tickets. Tugi Tark said this approach reduces the risk of outdated answers or hallucinations because it does not rely on static memorisation.

Harpo Lilja, CEO and founder of Tugi Tark, said the company opted for an open demo to shorten evaluation cycles. “Operators want to see how the AI actually handles a withdrawal request, what it does when a player shows signs of distress, and whether it holds up across different languages,” he explains. “We decided to make the system available and let operators reach their own conclusions.”

The company said operators can access the demo in two ways: a self-serve option available via the Tugi Tark website after verification, and a scheduled option that provides access to the AI agent alongside the company’s customer service console via a unique access token. Tugi Tark said the console view includes ticket categorisation, escalation paths and a single-queue interface, and includes a translation feature intended to allow human agents to communicate with players across languages.