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There was also strong interest in prioritisation tools, with 75% placing high value (8/10 or above) on daily prioritised action guidance for each player.
However, 38% expressed concern that adopting AI might reduce the personal, human touch in VIP management.
Within the survey, none of the respondents selected AI or automation as their primary tool for managing VIP portfolios.
About Holiday Season
“The question for Chris Minns is simple: how much more harm is he prepared to tolerate before he stands up to the gambling lobby?” she asked.
The reforms, announced at the end of August, introduced a package of what it referred to as “evidence-based” legislation.
As well as a statewide exclusion register, the package also set out to reduce the number of poker machines from the current figure of 87,000 across 2,100 clubs and hotels.
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That study found that AI adoption across the gambling industry remained uneven. It highlighted customer support, data analytics, fraud detection, and responsible gaming as areas where the technology was already being heavily used.
However, it also found that formal governance of AI was struggling to keep pace with its growing usage. Only a minority of organizations surveyed reported having a formal AI strategy or roadmap. Many said one remained in development.
The MGA also found that only a small number of respondents had fully established AI risk assessment processes or incident-response plans.
