Чатботы и AI-поддержка

AI-powered поддержка сокращает cost и улучшает response time. Особенно эффективна для routine questions.

Архитектура

NLU (Natural Language Understanding): intent classification (deposit, withdraw, bonus). Entity extraction (amounts, dates, game names). Response generation: templates или LLM. Escalation: сложные вопросы к human agent. Handoff: preserve context. Analytics для tuning.

LLM era

GPT-4, Claude, Gemini для conversational AI. Fine-tuning на domain data. RAG (Retrieval-Augmented Generation): grounding в knowledge base. Prompt engineering: guardrails, tone. Function calling для actions (check balance, place limit).

Use cases

FAQ automation: 60–80% questions без human. Deposit troubleshooting: guided flow. Bonus questions: T&C explanation. Responsible gambling: information, self-exclusion assistance. Multilingual: single agent для 40+ languages через LLM.

Compliance

No false claims: guardrails против incorrect T&C info. Handoff при complex issues: mandatory. RG mentions trigger human review. Logs полные для audit. Regular quality reviews. Not для payment execution (безопасность).