Tugi Tark Launches Multilingual AI Support Platform for iGaming Operators

24/7 Automation Designed to Reduce Delays and Operating Costs

Customer support has long been a weak point in the iGaming user journey, with staffing limitations often leading to slow and inconsistent service. Tugi Tark, now emerging from stealth, is offering a platform that uses large language models, machine learning, and a proprietary dataset of over 10 million historical iGaming support tickets to shift support from reactive to proactive.

At the core of the product are AI agents capable of resolving a significant share of player queries independently. These agents operate around the clock and continuously improve as they’re trained by support teams. More complex or sensitive issues are routed directly to qualified human agents for resolution.

“We’re convinced we can help operators transform player support from a cost centre into a strategic competitive advantage. Support isn’t just about answering questions. It’s about creating momentum, trust, and loyalty. The quality of customer service is critical — it can make or break a VIP programme”, commented CEO Harpo Lilja.

 “With human agents, the support times are inconsistent. Support staffing for a multi-market 24/7 operation is challenging and costly. High churn among staff is common, and the limit of talent is an unfortunate reality. Combining both human and AI agents is the solution to the problem. AI agents can resolve many queries independently, and the rest are automatically routed to the most suitable human agent to guarantee a fast and effective resolution”, he added.

Platform Offers Support in Over 250 Languages Without Local Teams

One of the most commercially significant features of the platform is its multilingual capability. Tugi Tark’s AI agents can interact with users in more than 250 languages, eliminating the need for region-specific support teams or external translation services. This is particularly relevant to operators managing global player bases.

The platform is also designed to handle operational pain points proactively. For example, when a deposit fails, the system receives an API call from the payment provider containing the error message. This instantly triggers a relevant chat with the player to clarify the issue and offer a solution — reducing abandonment and improving satisfaction.

“Players parting with money expect fast, effective support at any time,” the company said. “Tugi Tark’s AI agents address this critical pain point. Slow response times remain one of the biggest frustrations in iGaming customer support — often due to staffing constraints.”

Company Expands Team as First Clients Prepare to Onboard

Tugi Tark is a remote-first company headquartered in Tallinn. It has doubled its headcount in under a year and is currently scaling to meet growing demand. Five iGaming operators are expected to join the platform shortly, with additional partnerships to be announced before the end of 2025.

“We understand high-value players, compliance, cost optimisation, player safety, and the nuances of iGaming support — because we’ve lived it. Every feature is designed to solve real-world challenges: regulatory pressure, global player bases, multi-brand operations, and 24/7 VIP care”, concluded Lilja.