I’m thrilled to sit down with Katarina Railko, a seasoned hospitality expert with deep roots in the travel and tourism industry. With her extensive experience and passion for entertainment, events, and large-scale expos, Katarina brings a unique perspective to the gaming and hospitality sectors. Today, we’re diving into the innovative world of casino contact centers, exploring how cutting-edge technology and community-focused initiatives are reshaping guest experiences and operational efficiency. Our conversation touches on the integration of AI, the importance of personalized service for high-value guests, and the empowerment of tribal communities through professional training.
What inspired the creation of a specialized contact center solution tailored specifically for casino operations?
The idea stemmed from a clear gap in the market. Casinos, especially tribal ones, have unique needs that go beyond standard hospitality services. They require a high level of personalization for VIP guests, quick resolution of complex issues like bet disputes, and strict compliance with gaming regulations. We wanted to build a solution that not only addresses these challenges but also leverages technology to ensure consistency and efficiency. More importantly, there was a desire to create something meaningful for tribal communities by offering career-building opportunities while delivering top-tier service to casino guests.
How does this new service differentiate itself from other contact center options available to casinos?
What sets this apart is the blend of advanced technology and a deep understanding of casino-specific demands. We’ve integrated AI to ensure consistent call quality and provide daily feedback to agents, which isn’t something you see everywhere. Additionally, features like routing high-value players to dedicated VIP specialists and supporting multiple communication channels—voice, chat, SMS, email, and social media—create a seamless, tailored experience. On top of that, our commitment to training younger tribal members adds a layer of community impact that most services don’t prioritize.
Can you share how this initiative supports tribal communities, particularly in terms of training and career development?
Absolutely. One of our core goals is to empower tribal communities by providing hands-on training to younger members. We equip them with professional call-handling skills, modern tools, and expert guidance so they can make an immediate impact in their casino operations. This isn’t just about filling a role—it’s about building transferable skills in hospitality and gaming support that can lead to long-term careers. Seeing these team members grow in confidence and capability while contributing to their communities is incredibly rewarding.
How is AI woven into the fabric of this contact center service to ensure consistent performance?
AI plays a pivotal role in maintaining high standards. It’s used for daily call scoring, which means every agent gets feedback on their performance in real time. This helps identify areas for improvement instantly and ensures that guest interactions are always top-notch. Beyond that, AI helps streamline processes by analyzing patterns in calls and chats, which ultimately boosts efficiency. The result is a better experience for guests and, for casinos, a direct impact on loyalty and revenue through improved service quality.
Can you tell us more about the virtual assistant component and its role in supporting casino operations?
Our virtual assistant, designed specifically for hospitality, is a game-changer. It handles hundreds of frequently asked questions, routes calls effectively, and even sends follow-up texts. This means a lot of routine inquiries—like booking reservations or answering basic property questions—can be managed without human intervention. For casinos, this reduces labor costs significantly while freeing up staff to focus on more complex guest needs. It’s all about striking a balance between efficiency and maintaining that personal touch where it matters most.
With 24/7 multilingual coverage, how do you maintain quality across different languages and time zones?
Quality comes down to rigorous training and robust systems. Our team is trained to handle conversations with the same level of professionalism, regardless of language or time of day. We also use technology to monitor interactions and ensure consistency—whether it’s a call at 3 a.m. or a chat in a different language. Having a diverse, well-prepared staff and clear protocols allows us to adapt to varying guest needs without dropping the ball on service standards, no matter the hour or dialect.
How does advanced routing for high-value players to VIP specialists enhance their experience?
High-value players expect concierge-level service from the moment they reach out, and advanced routing ensures they’re connected to specialists trained specifically for their needs. These specialists understand the nuances of VIP expectations—whether it’s arranging exclusive reservations or resolving urgent concerns. By prioritizing these interactions, we create a sense of exclusivity and care that strengthens loyalty. It’s about making every touchpoint feel personal and seamless, which is crucial for retaining those key guests.
Security is a big concern for casinos. Can you explain the measures in place to protect sensitive information and ensure compliance?
Security is non-negotiable in this industry. We adhere to strict standards like PCI DSS 4.0 and SOC 2 compliance, which ensure that payment and personal data are handled with the highest level of protection. Features like PII masking and selective call recording with full audit trails mean sensitive information is safeguarded while still allowing for transparency and accountability. These measures not only meet gaming commission regulations but also build trust with casinos and their guests, knowing their data is secure.
With support across multiple communication channels, how do you ensure a cohesive experience for guests?
The key is integrating all channels—voice, chat, SMS, email, and social media—into a single agent desktop. This allows our team to see the full context of a guest’s interactions, no matter how they reach out. Whether someone starts with a chat and follows up via email, the agent has the history and can pick up right where things left off. It’s about eliminating frustration for the guest and ensuring they don’t have to repeat themselves. Consistency across platforms is what turns a good experience into a great one.
What’s your forecast for the future of contact center solutions in the gaming and hospitality industry?
I see the future being heavily driven by technology, particularly AI and automation, as they continue to refine how we interact with guests. We’ll likely see even smarter systems that predict guest needs before they even ask, paired with hyper-personalized service for high-value clients. At the same time, the human element will remain critical—technology can’t fully replace the empathy and problem-solving skills of a trained agent. I also expect a growing focus on community impact, with more companies looking to create opportunities for local talent as part of their operational strategy. It’s an exciting space to watch.
