The Tech Futures Survey has evolved, particularly emphasizing AI/ML and blockchain in its latest iteration after noting their significance in 2020. Respondents in 2021 indicated that personalisation continues to hold the top spot for immediate impact at 32.94%, down slightly from 35.85% in 2020. This was followed by data/analytics, which saw a decrease from 33.95% in 2020 to 22.35% in 2021. Notably, the gap between these two areas appears to have widened, likely due to increasing applications across various use cases.
Interest in compliance rose significantly, jumping from 9.43% in 2020 to 15.29% in 2021. Respondents also noted a surge in chatbot usage, with interest increasing from 3.77% to 9.41%. This shift may be influenced by the move towards more distributed workforces as a result of the Covid-19 pandemic. Among the noteworthy startups, Luka surfaced as an interesting AI-driven companion chatbot with potential for more personalized interactions.
Responses regarding automation showed minimal change, with 17.65% of participants expressing interest in 2021, a growth from 15.09% the previous year. The survey also revisited ethical issues linked to AI in online gambling. While 36.53% of respondents reportedly had no ethical concerns, notable apprehensions emerged regarding responsible gambling, with 21.15% expressing unease. One respondent articulated concerns about how AI could be misused in this context: "[My disquiet is] around responsible gambling and how AI could be used to drive lifetime value the wrong way – this is the human element, however, not the tech." This concern was shared by others.
During the February Futures Survey webinar, Lauren Seiler from Four Wood Capital remarked on the industry's tarnished reputation: "This isn’t an industry that has the greatest rep out there. If we start to use this technology and take things a little too far, it’s going to make things significantly worse." She raised questions about the awareness of newer participants in the online space regarding bot interactions and data tracking for personalisation.
Concerns also emerged about data privacy, with 13.46% expressing anxiety over how AI manages personal information and its implications. Other issues discussed included consumer education, technological security, and sustainability amidst changing regulations.
Julian Buhagiar, co-founder of RB Capital, provided perspective by highlighting AI/ML's dual potential: the benefits it offers, particularly in KYC processes, contrasted with the risks of misuse that could arise if not handled properly.
The distinction between artificial narrow intelligence (ANI) and future concepts like artificial general intelligence and artificial superintelligence remains crucial, as discussions often conflate the two.
Regarding the responsibility for advancing the adoption of disruptive technologies, the survey queried respondents about regulatory roles. A significant 40% strongly agreed that regulators should support and monitor technological developments, while 38.82% somewhat agreed. About 7% disagreed, and 14.12% remained neutral.
This debate extended into the webinar, where Buhagiar criticized interventionist regulations as "draconian." He claimed that such regulations push players underground, exacerbating issues within the industry. Seiler echoed this sentiment, describing how excessive regulation may stifle innovation, stating that regulatory focus tends to concentrate on potential harms rather than the benefits technology could offer to improve outcomes.
Marcel Tobler, of Grand Casino Baden, added that regulation often stems from political pressures rather than logical bases, particularly during the pandemic when online gambling risks gained more attention. He emphasized the need for regulators to understand how new technologies could facilitate compliance, player protection, and tax revenue.
The survey responses indicated a shift in sentiment compared to last year; 70.06% agreed overall, while 15.10% disagreed. Respondents noted that operators frequently encounter regulatory limitations, arguing that regulators must embrace disruptive technologies alongside operators.
Recent developments suggest that regulators in markets like Great Britain and France are increasingly adapting to new technologies. While some integration of AI, such as in sports betting, has occurred, there remains uncertainty about the industry’s overall proficiency in utilizing these disruptive technologies. A majority of respondents (35.29%) neither agreed nor disagreed that the industry is adept at adopting such technologies.
On the other hand, 22.35% strongly agreed and 30.59% somewhat agreed that the pandemic underscored the necessity for disruptive technology, while 40% remained neutral.
Tobler noted that the pandemic demonstrated that many companies lack even basic tools for remote operation, highlighting broader issues in technology adoption. As the industry prepares for further development, it’s clear that educating operators and consumers about these technologies is imperative. The survey reflects a range of perceptions on the industry’s progress in integrating new technologies, indicating a strong need for both learning and adaptation.
