AI_EN
Modernization of TIPOS Customer Support through Conversational AI
assignment
Several years ago, we developed an automated communication chatbot for TIPOS, primarily focused on two key areas – supporting the player registration process and answering frequently asked questions. An important part of the solution is its direct connection to a live operator, allowing players to seamlessly continue the conversation whenever more specific or complex assistance is required. This hybrid communication model is now well established and represents a key pillar of the client’s customer support.
The original solution enabled interaction mainly through predefined buttons that guided users step by step through the conversation. Over time, however, it became clear that a portion of users expected a more flexible approach – the ability to ask their own questions and receive quick, direct answers without navigating through structured options. This need was particularly evident among new players who require fast orientation in rules and processes.
OUR SOLUTION
The chatbot, “Your Assistant,” was therefore enhanced with a free-text input functionality, allowing users to communicate in a more natural way. When a user chooses to ask their own question, the conversation is taken over by artificial intelligence, which conducts a natural dialogue.
The AI is designed to efficiently handle the most common scenarios – from login issues and information about number-based lotteries and their conditions, to questions related to player identity verification using official documents. Special attention is given to the registration process, where the chatbot helps new players understand individual steps, rules, and how to use their player account.
The AI model was trained exclusively on verified and relevant sources – official TIPOS websites, general terms and conditions, and historical responses from customer support operators.
A core principle of the solution is the “closed knowledge base,” meaning the chatbot does not rely on publicly available internet information but responds solely based on approved data. This approach ensures a high level of accuracy, consistency, and reliability of the information provided.
An integral part of the solution is also the ability to seamlessly switch to a live operator directly during the conversation. Users maintain full control over the interaction – they can choose to connect with an operator at any time or end the AI conversation altogether. The chatbot also supports multiple languages, increasing accessibility for a broader range of users.
RESULTS
Immediately after deployment, the new AI-powered conversational capability received positive feedback from users. Players actively use it, especially in situations where they need quick, accurate, and convenient answers without navigating through predefined options.
The solution has significantly improved the overall user experience, reduced the time and number of steps required to obtain information, and eased the workload of the customer support center by handling repetitive inquiries.
The AI extension has proven to be a natural next step in the evolution of chatbot communication at TIPOS. It confirms that combining guided conversation with artificial intelligence is an effective approach even in regulated environments, where accuracy and reliability are critical.
The chatbot is available directly on the TIPOS website www.tipos.sk and represents a modern, accessible, and efficient tool for digital customer support.
