The relationship between artificial intelligence, ethics, and the gaming industry was the topic of a recent SiGMA podcast where host Trevor De Giorgio spoke to Gege Gatt, CEO of Ebo.ai. The conversation explored the significance of ethical AI in gaming, highlighting its transformative potential in enhancing customer service experiences and addressing complex issues within the industry.
Gatt emphasised the importance of ethical AI in gaming, highlighting its role in protecting the most vulnerable by ensuring decisions are explainable, fair, and unbiased. “We use ethical AI because it is accountable,” Gatt stated, stressing the shared responsibility between developers and gaming companies.
When asked about the practical applications of AI in day-to-day gaming operations, Gatt pointed out two key elements: improving service and identifying problematic individuals. “Service for gaming companies equals loyalty, and loyalty equals retention, and retention equals profits,” Gatt noted, highlighting the immediate benefits of AI in customer service.
Gatt also discussed the integration of AI and neuroscience to detect and support individuals at risk of gambling addiction. “We can determine which individuals are in most need of care and attention,” Gatt said, “and we need to pull them out and give them the psychological support they need to live in society.”
The conversation also touched on the Italian market’s preference for human interaction over automated customer service. Gatt responded by highlighting the trust factor in technology, arguing that people will accept AI service if it is faster, more efficient, and less biased than a human agent.
Looking to the future, Gatt predicts a significant evolution in AI capabilities by the end of 2024, with implications for economies, ethics, and governments. “We cannot judge the capabilities of AI by what we see today,” Gatt warned, suggesting that the technology we have now is already world-changing.
In the context of responsible gaming, Gatt explained that AI can read through vast amounts of research to assist human beings, similar to how it can be applied to safer gambling practices. “AI tools are more capable at persuasion than human beings,” Gatt revealed, citing a recent academic paper that demonstrated AI’s effectiveness in changing the behaviour and choices of individuals, including conspiracy theorists.
Addressing the potential bias in AI, Gatt acknowledged the role of human oversight and the need for diverse datasets to prevent perpetuating biases. “We will not have another Skynet,” Gatt assured, referring to the EU’s AI Act that aims to regulate high-risk AI systems and ensure human supervision.
Gatt concluded by emphasising the future of AI and work in the gaming industry, highlighting the shift from traditional education to a focus on curiosity, critical thinking, and constant reinvention to stay relevant in the job market. “Employability in the next 20 years in this industry is going to be less about what you learned at school, less about your university degree, which occurred 10 years ago, and more about your ability to ask questions and to retrain yourself constantly every single day,” Gatt stated.
As the world prepares for the creation of 97 million new jobs by 2025 due to the “changing landscape pushed through AI,” Gatt pointed out the need for educational policies that foster communication, creativity, and a sense of community. “We cannot lose an understanding that being in the community means we have a large amount of pooled assets which you could bring together to the table,” Gatt concluded, stressing the importance of collaboration in the face of rapid technological change.
SiGMA East Europe, Budapest, September 2024
Looking ahead, the gaming industry will shift its focus to Eastern Europe this September with the SiGMA East Europe Summit 2024 in Budapest. This event is expected to attract industry professionals from across the region, providing a platform for networking, business development, and exploring the latest trends in the gaming sector.
