Estonian startup Tugi Tark has officially emerged from stealth today, 24 June, with the aim of harnessing AI to support operators’ customer service platforms.
The company has set out to “modernise the igaming industry’s approach to customer support”, as the uptake of AI across the sector continues to grow at rapid pace.
Based in the Estonian capital Tallinn, Tugi Tark uses a combination of large language models (LLMs), AI and a dataset of more than 10 million customer service tickets resolved worldwide.
The startup’s AI agents are available 24/7 to sort out customer service cases and are trained by support teams.
The AI agents are also able to provide assistance in more than 250 languages. A major goal for the platform is to reduce the response times between customer queries and resolving complaints.
The remote-first company has also doubled its employee headcount in less than a year and “is scaling rapidly to meet growing demand”.
Headed up by CEO Harpo Lilja, who previously served as igaming-focused customer support and payment provider Rubiko, the firm has secured five industry clients so far, which will be onboarded soon.
AI use in customer service departments has been a growing theme in the industry in recent months.
In May, EGR exclusively revealed that ComeOn Group had partnered with Dixa to deliver AI-led customer support, with the multi-brand operator hailing the deal as a “significant milestone”.
US giant DraftKings has also spoken up the benefits of deploying AI within its customer services arm, with CEO Jason Robins claiming tasks which previously took hours could be completed in minutes.
On Tugi Tark’s launch, Lilja said: “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.
“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.”
The post Estonian startup launches AI-centric customer service platform first appeared on EGR Intel.
Tugi Tark aims to “modernise the igaming industry’s approach to customer support”, acting as a 24/7 service providing support to online casino operators
The post Estonian startup launches AI-centric customer service platform first appeared on EGR Intel.