After many years of working in iGaming support, we saw firsthand how existing tools were failing both players and iGaming operators. Support teams juggled multiple systems, VIP players waited too long for help, and companies spent fortunes on multilingual staff. The industry needed a better solution - one built specifically for iGaming's unique challenges.

The Reality That Sparked Change

Every day, we watched talented support teams struggle with tools that weren't made for our industry. They'd switch between basic ticketing systems and Slack for escalations, even for VIP players. Critical issues got lost between departments. Players grew frustrated waiting for responses in their language.

What struck us most was seeing iGaming operators hire more and more native-speaking agents for 24/7 coverage, only to have them sit idle during off-peak hours while other language queues backed up. Meanwhile, support managers spent hours manually prioritizing tickets, knowing they might miss urgent compliance cases or VIP inquiries.

Building the Solution We Wished We Had

We created TUGI to solve these problems, because we lived them. Working with other industry support veterans, we built a platform that:

Speaks Your Language
‍Instead of hiring more agents, our AI-powered translation handles player communication in over 50 languages, understanding iGaming terminology and cultural nuances. Your existing team can support players worldwide without language barriers.

Proactive Support
‍Through direct integration with your PAM and payment systems, TUGI spots issues like failed deposits or bonus problems immediately. It's like having a support agent who notices and fixes problems before players even ask for help.

Makes VIP Support Actually Work
‍No more lost escalations or delayed responses. TUGI automatically identifies high-value players and routes their inquiries to the right team member, with all the context needed for quick resolution.

‍

A New Approach to Support

We designed TUGI differently because we know what matters in iGaming support:

Smart Automation That Makes Sense
‍Our AI handles up to 40% of routine inquiries, but we know which issues need a human touch. Your team can focus on complex cases while routine questions get resolved automatically.

Real Cost Savings
‍Instead of hiring more agents for each new language or market, TUGI helps your existing team work more efficiently. Scale your support operations without scaling your costs.

Built for Compliance
‍With automatic risk detection and sentiment analysis, you'll catch potential compliance issues early. Protect both your players and your operations.

From Vision to Reality

Creating TUGI wasn't just about building another support tool: it was about solving real problems I saw every day in iGaming support. Today, it's helping iGaming operators deliver better player support while reducing costs and complexity.

Want to see how TUGI can transform your support operation? Let's talk about your specific challenges and show you how we can help.