Player support
How Tugi Tark is wired into the platform
TUGI AI, the AI player support layer that answers payment, bonus, KYC and account questions and escalates what it should not answer.
- What the connection carries
- 4 capabilities, listed in full below
- Who owns what
- Scalara owns the integration and the record it writes. Tugi Tark owns its own service, under its own terms.
What the integration covers
The capabilities this connection actually carries. Anything Tugi Tark sells that is not on this list is not part of what you get here.
Player support across payments and bonuses
The two subjects that generate most contacts are handled first, in the player's own language.
KYC and account verification questions
Players get an answer about where their verification stands without opening a ticket.
Escalation to your team
Anything that needs judgement goes to a human, with the conversation attached.
Real-time translation
Support is answered in the language the player wrote in rather than in the one the brand launched with.
Tugi Tark builds TUGI AI, an AI support product for iGaming. Tugi Tark publish that it is trained on more than ten million real iGaming support tickets, that it is positioned to resolve up to eighty per cent of player tickets, and that it covers more than two hundred and forty nine languages through real-time translation.
Whose figures these are
Those figures are published by Tugi Tark for TUGI AI, not measured by Scalara. We quote them as the partner's own claims and we do not restate them as our own results.
Inside Scalara
TUGI AI is the first line of player support on the platform. It covers the subjects that generate most of the volume: payments, bonuses, know your customer questions, account verification, and the state of a request a player has already made. When a conversation needs judgement, or a decision that a support agent should be making, it escalates to your team with the conversation attached rather than starting the player again from the beginning.
The problem it removes
Player support is the cost line that scales fastest and least predictably. A campaign, a payment outage or a bonus that reads ambiguously turns into a queue within an hour, and most of that queue is the same handful of questions asked in a dozen languages. Answering those immediately, at any hour, is what keeps the human team on the cases that actually need a person.
What stays with you
Your support policy, your tone, your escalation rules and your service commitments to players are yours. So is the decision about which subjects the AI is allowed to answer at all. We do not publish resolution rates of our own, because we have not measured any.
Where it sits on the platform
It supports AI player support and draws on the player record in player account management.
Questions about Tugi Tark
TUGI AI is the AI player support layer from our partner Tugi Tark. It answers the questions that generate most support volume: payments, bonuses, know your customer checks, account verification, and the state of a request already in progress.
Tugi Tark publish that it is trained on more than ten million real iGaming support tickets, that it is positioned to resolve up to eighty per cent of player tickets, and that it covers more than two hundred and forty nine languages. Those are figures published by Tugi Tark for TUGI AI, not measured by Scalara.
No, and we would not sell it that way. It handles repetitive volume, at any hour and in the player's own language, and escalates anything needing judgement to your team with the conversation attached.
What it changes is the shape of the queue. Your people spend their time on cases that genuinely need a person rather than on the same handful of questions in a dozen languages. You decide which subjects it may answer at all, and your support policy stays yours.
See it running against your own operation
Commercial terms and jurisdictional availability are assessed with you during discovery.
