As the casino industry looks to rebuild and recover from the COVID-19 pandemic, there is no doubt that technology has played a significant role in re-shaping the future guest experience. However, the idea that Artificial Intelligence (AI) is the mythical unicorn that will solve all of the industry’s problems is a misconception. In fact, the implementation of AI in the casino industry is still new and unsubstantiated.
AI is a buzzword that has become synonymous with innovation and progress. However, there is a common misconception that AI is a one-size-fits-all solution that can solve any problem. AI is a complex system that requires a vast amount of data to learn and adapt to new situations. The casino industry, with ever-changing nature and guest behavior – the data elements that are used to build these platforms – is constantly changing. This presents a challenge for AI systems, which require stable and consistent data inputs to learn and adapt effectively. The casino industry is still in the early stages of exploring how AI can be utilized to optimize its business operations, enhance the guest experience throughout their journey with the brand, improve loyalty, and long-term growth and profitability.
READ THE FULL ARTICLE BY AJ FISHER, PH. D., IN THE 2023 SUMMER EDITION OF GAMING & LEISURE MAGAZINE.