Tugi Tark, the Estonia-based AI customer service specialist, has launched a groundbreaking sandbox environment designed to help online casino operators test how AI-driven customer engagement performs in real-world scenarios — before implementation.
The new sandbox gives operators full control to simulate player interactions using their own casino policies, player data, and service workflows, allowing them to experience firsthand how Tugi Tark’s AI agents manage customer conversations, escalation flows, and service outcomes.
Harpo Lilja, CEO of Tugi Tark, explained:
“The sandbox is essentially a controlled environment where operators can test the AI agent capabilities against their own needs. They can configure the sandbox to match their specific casino policies, adjust the tone of voice, and preview exactly how our AI agent would serve their players.”
According to Lilja, the sandbox was developed in direct response to operator hesitation around adopting AI in customer service.
“From our discussions, we know many operators are unsure whether AI solutions have matured enough to truly add value — or if they still risk frustrating players due to limited quality,” he said.
“We wanted to give the industry a transparent way to see, test, and experience the technology before committing to it.”
Testing AI for player engagement — risk-free
The Tugi Tark sandbox enables casinos to run unlimited simulations that reflect a wide range of player scenarios, including:
- Player frustrations or complaints
- Technical troubleshooting
- Bonus and payment inquiries
- KYC and account verification questions
Operators can manually input synthetic player data — such as name, account creation date, player segment, bonuses, transaction and game history — without requiring any system integration. This setup allows teams to test how well the AI performs with complete contextual understanding of casino policies and player profiles.
Tugi Tark’s hybrid AI model combines automation with human oversight, balancing speed and accuracy with empathy, compliance, and player protection. Conversations are designed to flow naturally — without dropdowns or rigid prompts — and can adapt to slang, typos, or vague phrasing by asking clarifying questions to ensure full comprehension.
Unlike traditional chatbots, Tugi Tark’s agent can also review KYC documentation, player status, and history to provide relevant, accurate follow-up responses — replacing generic error messages with intelligent, human-like interactions.
“With the sandbox up and running, any operator can now test how our AI agents work across languages, markets, and policies — without lengthy sales pitches or long integrations,” added Lilja.
“It’s a true ‘try-before-you-buy’ experience that takes only 30 minutes to set up.”
The sandbox marks another milestone for Tugi Tark, reinforcing its mission to make AI-driven customer engagement transparent, accessible, and operator-led — empowering casinos to adopt intelligent automation on their own terms.
