Smarter. Faster. Sharper. Inside Tugi Tark’s Latest Release.
At Tugi Tark, innovation is a constant. This month, we’ve rolled out our most powerful update yet, bringing sharper AI, smarter automation, and a completely new Dashboard feature, designed to give operators unparalleled visibility into their support operations. Read more about what’s included in the latest release.
The TUGI Widget and API
The newly launched TUGI Widget API gives operators direct control, allowing them to manage and customize the chat experience programmatically. Unverified players now benefit from a seamless verification flow, making onboarding smoother and faster.
We’ve also refined player interaction through smarter functionality. The typing indicator now intelligently pauses incoming messages to prevent overlap, ensuring more natural conversations. Translation quality and consistency within the widget interface have been significantly enhanced, providing a polished, multilingual experience across all touchpoints.
In addition, operators can now connect their Player Account Management (PAM) systems to Tugi with player JWT data for more secure and efficient integrations.
The AI Agent: Faster, More Contextual, and More Human
Our AI Agent has received one of its most substantial upgrades to date. It now delivers sharper response accuracy, faster contextual understanding, and more natural replies. The AI Agent can interpret policies with greater agility, respond in context, and automatically include relevant links when needed.
Operators can now configure custom agent aliases by language to create a more localized experience. Whether it is Suvi for Finnish players, Hikaru for Japanese, or João for Portuguese, your AI Agent can now reflect your brand’s tone and personality in every market.
Introducing the Dashboard
The new Dashboard provides a single, centralized view of your support operations. It allows managers to track ticket volumes and trends by time, language, and brand, offering an instant overview of performance across multiple markets and brands. This feature lays the groundwork for a new suite of analytics and reporting tools currently in development, built to help teams make smarter, data-driven decisions.
Agent Workplace and Routing Enhancements
The Agent Workplace has been optimized for performance, with faster load times and smoother navigation even under high ticket volumes. Support Team leads can now return tickets to the queue for reassignment or further review, providing more flexibility in team management.
New configuration options include business hour settings, language-specific auto-chat messages, and the ability to prioritize routing to human agents when available before escalating to the AI Agent. These updates streamline workflows and enhance collaboration across teams of all sizes.
Smarter Translations for Seamless Conversations
Translation is now handled automatically by the Agent profile. The system recognizes which languages each support agent speaks natively and translates all tickets into their preferred language. On the player side, communications are always delivered in their chosen language, ensuring a consistent and natural experience regardless of support agent availability or location.
Upgraded Email Channel
The Email Channel has been fully upgraded with AI-powered enhancements. The AI Agent now composes messages in a professional email format, complete with structured greetings, formatting, and signatures. It can also automatically solve tickets directly within the email channel, allowing support teams to maintain efficiency across multiple communication platforms.
Shaping the Future of iGaming Support
This release represents a significant leap forward for Tugi Tark’s customer service AI software, combining performance, intelligence, and adaptability. With improvements spanning automation, localization, and analytics, the platform continues to redefine how iGaming operators scale their support, personalize player interactions, and ensure compliance across global markets.
The latest version is now live for all partners.
To see these upgrades in action, book a demo today and experience how Tugi Tark is shaping the next generation of iGaming customer support.
