Cisco has released a new report that forecasts a major change in how tech support will work. According to their research, nearly 70 per cent of customer service interactions could be handled by agentic AI within the next three years.
Unlike traditional bots, this type of AI is able to act on its own, learn from experience, and improve its own results over time.
For industries like iGaming, this change could make a huge difference as there’s a need for support at all times of day and night. Players expect instant answers 24/7, smooth gameplay, and reliable help when something goes wrong. If agentic AI is able to deliver faster and smarter service, it could improve user experience while reducing pressure on support teams. This would free them up for more important tasks.
What Makes Agentic AI Different
Many businesses are already using AI. The likes of chatbots and automated responses are some of the most common uses. However, these systems usually follow simple rules and they break down when the question isn’t routine and when any context is lost. Agentic AI is more advanced than this. It can actually understand context, decide what action to take, and then carry out that action with pretty much no input from a human.
In the iGaming sector, this means a player who reports a technical issue could receive a solution that’s tailored to their account and current activity, rather than just a generic reply. The AI could check past issues, look at system status, and then apply the right fix immediately. This kind of intelligent response not only saves time but also builds player trust.
Why iGaming Platforms Should Prepare
The world of iGaming operates at high speed. Thousands of players log in, place bets, and interact with games every minute of every day. When something goes wrong, it affects user satisfaction, and there is a knock-on effect on operator revenue. Any delay in resolving support requests can cause frustration, missed play, or even lost customers, with levels of trust reducing.
Agentic AI has the potential to reduce this level of risk. As it can operate without waiting for human input, it can detect issues much earlier than humans can. It’s able to suggest fixes to players or even take automatic action to solve the problem. It might pause a game experiencing errors, notify users with a helpful message, or flag a payment issue before a complaint even arrives.
Some platforms are already investing in this kind of technology. Companies like hub88.io have been exploring ways to simplify technical operations for both operators and providers, which sets the stage for wider use of AI. By combining streamlined systems with agentic tools, platforms can stay reliable even when they are under pressure.
The Role of Aggregators in AI Transformation
Casino aggregators are a key part of modern iGaming platforms. They give operators access to hundreds of games through a single connection, and this saves time and development costs. These systems sit in the middle, connecting operators to game providers, handling data flows, and managing performance.
To see how agentic AI might fit into this area, it helps to understand how does casino aggregator work within the larger system. The aggregator manages game access along with reporting and technical support for all the content it supplies. If a game crashes or a delay occurs for any reason, the aggregator is often the first to spot it.
With agentic AI in place, the system could recognise early warning signs of a failure and then alert the operator automatically. It could even trigger a rollback or restart to limit any impact. It could also track patterns in faults, helping developers fix root causes faster.
By adding AI to these operations, aggregators can offer even better uptime, faster responses, and fewer interruptions. This benefits not just the casino operator, but every player who depends on a stable and fun experience.
Important Factors to Consider
Even with clear advantages, using agentic AI must be done carefully. Data protection is a major concern here, as it is in other areas. These systems rely on access to user activity, account details, and real-time platform information. Operators must be sure they follow proper rules, especially when handling personal or financial data.
Transparency is also a must. Players need to trust that their issues are being handled fairly. AI tools must work with clear limits and allow for human support where needed. Cisco’s research shows that customers still value personal connection, even if AI does most of the work.
Governance, testing, and ethical use all matter too. If a system fails, who is responsible? Can users appeal decisions made by AI? These are questions that every operator needs to at least consider before launching new tools.
Taking the First Steps
The shift to agentic AI is already well underway in other tech sectors. If iGaming operators wait too long, they risk falling behind. Now is the time to explore where AI can offer real value. That might start with automating basic support tasks or adding AI monitoring to key systems.
Small changes can lead to major improvements. Over time, platforms can expand their use of AI to include game management, security alerts, fraud detection, and player insights. With each success, trust in the system grows, and any results become easier to measure.
Final Thoughts
Cisco’s prediction shows just how fast things are changing with AI and within the iGaming industry. Agentic AI is now a truly practical tool that has the potential to transform the way iGaming platforms operate and support their players.
For those willing to explore its potential, the rewards are clear. Faster service, smarter systems, and more reliable performance are within reach. However, any action must come soon. Waiting too long could leave platforms struggling to keep up with what players expect in a world where AI is doing more of the work.
