Which is reasonable considering there are a lot of people who will ask simple questions like "where is X feature I couldn't find it" and having a real person answering that would be futile and waste of resources and some AI chatbot could answer that if it's good enough.
Only when you face serious trouble like having trouble with withdrawing or not credit the correct amount etc etc hose real money problems are the only reasons where a live chat support would be needed, and if you insist, eventually you do get them, they are there.
Absolutely agree. In fact, I would say this has been the standard for years, and I'm not just talking about gambling websites but online businesses in general.
BTW, is it actually an AI chatbot? from my experience it appears to be just a regular chat bot with pre-generated selection and answers. While AI would be more flexible. Though, to be honest, I prefer the regular one since there's still an off chance that AIs could give wrong answers like chatgpt.
Honestly it doesn't really matter that much, in most cases a "chat bot" and "AI chat bot" is basically the same considering they are not using some high level AI for it, nobody does.
But, it does sound cooler and people just like the AI buzzword these days so we say AI bot instead of normal regular more than decade long chat bot that we called them. It's fed with information that are simple and basic about the website, and if there are any simple questions that one answers first, easier to eliminate the simple questions. And we can still reach live support if AI doesn't help, so that's all that matters. Naming of it is just a PR move everyone does.