Enterprise Information Technology Leaders need to effectively operate today while planning to support a changing future. This has never been an easy job, and over the past two years it has been significantly more difficult. But 2022 and beyond does not appear to be a time horizon where IT Leaders can catch their breath. In fact, new and future demands for technology capabilities across every area of casino gaming and hospitality continue to accelerate. Perhaps the most daunting of these new and future demands will be the need to create a set of IT capabilities that can support the growth of Artificial Intelligence (AI) and Machine Learning applications (ML).
The first AI/ML applications in casino gaming and hospitality were implemented years ago with an IBM-Watson powered AI-concierge application known as Ivy. Since those initial implementations, dozens of other use cases for AI/ML have been created across the gaming and leisure industry. Currently, the use cases are shifting from cognitive-based reactive responses to AI-based predictive and proactive applications.