Will AI change the live dealer online casino experience?

It is an exciting time to be involved in the online casino business, whether you are a player or a provider. Not only are more markets opening up, with newly regulated markets like Alberta coming online later this year, but the opportunity to play incredible games keeps expanding. There is now an enormous range of options, ranging from terrific online slots to table, dice and card games in regulated markets around the world. Licensed platforms and games providers are delivering tip-top product, and the latest, exciting genre is live-dealer gaming.

As well as offering traditional casino games, live dealers are now doubling up as quasi-game show hosts as the sector creates even more imaginative gaming opportunities. Live gaming is incredibly popular among players, and the market is forecast to reach USD 20.4 billion by 2033. However, it is an expensive operation because real people are required to make it happen. Online gambling and gaming have been sectors dominated by computer-generated action for so long (after all, that is what the games were) that the introduction of real people has been revolutionary. The fact that smartphone technology is so advanced that live-dealer gaming can now be a mobile entertainment is even more extraordinary. 

As artificial intelligence is threatening human roles everywhere, we wondered whether it might be introduced to enhance the live-dealer experience. We sat down with industry expert Roy Brindley from Online-Casinos.com to get his insights into live dealer gaming and possible industry developments.

Hi Roy, welcome to CasinoMentor, could you just tell us a little bit more about yourself and the company you work for?

Roy Brindley 

I placed my first bet on the 1976 FA Cup final and my last bet … that’s due to run in 20 minutes, so let’s make this quick, as I’ve a race to watch! The short version, after a long time in greyhound racing (editing a specialist magazine) I turned my attention to poker where I was lucky enough to win some televised tournaments when online poker was embryonic – the early naughties.

A period of Blackjack card counting – and there are fewer casinos not using shuffle machines (which makes it impossible) – came and went. In recent times, I have turned my attention to 'beating the bookies' in obscure betting markets on lesser-known sports. Ultimately, gambling constantly evolves and I love to share my experiences and insights with our (and your) readers. 

At Online-Casinos.com, we have realised that there is so much misinformation on the internet and far too many untrustworthy and uncompliant operators that we wanted to help players in their decision-making and identify the best online casinos to suit their needs, no matter where in the world they are playing from. We operate in 44 countries and territories, are proudly independent and believe in player safety and fairness. While we operate globally, we deliver locally and tailor content to each market. 

Thanks, Roy. So how do you and the team go about finding great live-dealer casinos? 

Roy Brindley 

Our team aims to simplify the reader's search through numerous tests. What we are looking for, beyond correct licensing, fairness, and fun games, is high-definition streaming, wide betting limits, and an extensive range of real-dealer games from top-quality developers: Evolution, Pragmatic Play, and Playtech for example. We understand that 'best' is 'personal,' therefore we offer a different range of benefits so players can see which choices align with theirs. 

Live dealer games let players watch and partake in games such as blackjack, roulette, baccarat, and casino poker. There is also an exciting new development in gameshow-style games that are engaging and entertaining. All of these games hinge on the presence of professional, charismatic dealers who shape the atmosphere. 

AI seems to be replacing humans in all walks of life. What about AI live dealers? 

Roy Brindley 

Well, that does seem somewhat of a paradox, but automation has been introduced in land-based casinos, so I suppose it is inevitable that more AI will be used in online casinos. The core value of live-dealer gaming lies in its human element. People love this genre of gaming because it is authentic, interactive and sociable. The games are played in real time and bridge the gap between land-based casinos and digital platforms. They could not exist without digital wizardry, but AI is being used to automate some parts of the dealer's roles. 

At the moment, AI is still very much 'in development' in this sector, but some developers are experimenting with automated dealer avatars. 

Do you think players will be happy with an avatar? 

Roy Brindley 

It is a slightly left-field development, you have to admit, but I guess the platforms are hoping to find ways to cut costs. As you said in your introduction, live-dealer operations are expensive to run, and many studios are wondering how to evolve hybrid human-AI models.

However, it is doubtful that an avatar (even if 3-D rendered) could really replace authentic social interaction, body language, micro-expressions, and the parasocial connection regulars have with their favourite dealers. Humans are irreplicable (for now) on High-stakes and VIP tables and game-show formats like Crazy Time and Monopoly Live. These high-margin products depend on human charisma. Otherwise, the game is just a 3D animated version of a simulation.

Are any developers trying to rely on AI entirely? 

Roy Brindley 

At Online-Casinos.com, we are strong believers in 'never say never'. Trends and choices change; technology develops, and some bright spark somewhere takes a new idea forward. It is not so long ago that the concept of live-dealer gaming on smartphones was considered an impossibility. Right now, Nigel Eccles (who was the co-founder of FanDuel) is the co-founder of BegHog – a crypto casino and sportsbook that is developing AI-powered live dealer technology.

It launched its first AI dealer, Sunny, last year. She is designed to bring the interactivity of a human croupier into an AI-powered format. Unlike most real human dealers, she remembers past sessions and greets players by name. She can also make light conversation. Is she a replacement for a live dealer experience? Absolutely not, but she could be a step in a different direction.

While the other three big studios in this area are trying to integrate AI into their systems and automate simpler, repetitive tasks, BetHog is trying to replace the live dealer in the supply chain.

What would be the advantage of an AI dealer? 

Roy Brindley 

At the moment, I am not sure what the advantage would be for the player. The attraction is that the human dealer is the product. However, AI dealers might attract a different market or make those uncomfortable with the 'pressure' of live-dealer gambling more relaxed. It will all come down to personal choice. The attraction for the developer is that AI software can scale infinitely and does not have the build or operational costs of live dealers and real studios. 

Thank you, Roy. Seems like live dealers are not going anywhere anytime soon.