AI in gaming and gambling: which tasks to automate first

Updated

Across the 234,880 US jobs in gambling and gaming, the work scores 34 of 100 for AI exposure, weighted by how many people do each job. AI can take on about 555 hours a year per full-time person, 28% of a working year. The task that frees the most hours across the industry is to answer questions about game rules and casino policies, about 63 hours a year for each person who does it.

AI exposure, weighted by employment
34 out of 100 Moderate exposure
Hours AI can take on
555 hours a year per full-time person
Task time AI can do today
12% AI speeds up another 35%

Tasks to automate first

The 15 tasks where AI can take on the most hours across gambling and gaming: how exposed each task is, how much of the job it takes and how many people do that job. Hours are per person in the role that does the task. How we score each task.

Task and who does itAI exposure
Answer questions about game rules and casino policies. Rule and policy questions are information lookups AI handles well. Done by gambling dealers.60% AI helps 63 hours a year for each person in the role
Reconcile daily summaries of transactions to balance books. Reconciling transaction data is routine software work. Done by casino cashiers.78% AI can do it 167 hours a year for each person in the role
Compute amounts of players' wins or losses, or scan winning tickets presented by patrons to calculate the amount of money won. Payout math and ticket scanning are largely software automated. Done by gambling dealers.50% AI helps 54 hours a year for each person in the role
Keep accurate records of monetary exchanges, authorization forms, and transaction reconciliations. Transaction logs are digital, but authorization forms need human approval. Done by casino cashiers.62% AI helps 137 hours a year for each person in the role
Write reports of daily activities and irregularities, such as equipment or property damage, theft, presence of unauthorized persons, or unusual occurrences. AI can draft daily incident reports from notes; guard reviews. Done by security guards.70% AI can do it 107 hours a year for each person in the role
Answer telephone calls to take messages, answer questions, and provide information during non-business hours or when switchboard is closed. After-hours info calls can be handled by AI phone or chat agents. Done by security guards.60% AI can do it 89 hours a year for each person in the role
Prepare collection reports for submission to supervisors. Collection reports are structured data needing little judgement. Done by gambling dealers, casino runners.72% AI can do it 35 hours a year for each person in the role
Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken. AI transcribes and summarizes interactions into case records automatically. Done by customer service representatives.85% AI can do it 186 hours a year for each person in the role
Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers. Structured form filling and address changes suit AI well. Done by customer service representatives.85% AI can do it 168 hours a year for each person in the role
Open and close cash floats and game tables. Cash count and float reconciliation; partly digital, partly physical. Done by gambling dealers.25% AI helps 26 hours a year for each person in the role
Develop and maintain log of surveillance observations. Structured logging AI can largely generate from video metadata. Done by gambling surveillance officers.70% AI can do it 179 hours a year for each person in the role
Requisition supplies or equipment needed for cleaning and maintenance duties. Ordering supplies is routine digital work AI can handle. Done by janitors.65% AI can do it 78 hours a year for each person in the role
Determine charges for services requested, collect deposits or payments, or arrange for billing. Billing systems calculate charges and process payments with little human input. Done by customer service representatives.70% AI can do it 141 hours a year for each person in the role
Prepare checks that itemize and total meal costs and sales taxes. POS systems already itemize and total checks automatically. Done by waiters.85% AI can do it 78 hours a year for each person in the role
Maintain records of machine maintenance and repair. Maintenance and repair logs are routine digital record keeping. Done by vending machine technicians.75% AI can do it 113 hours a year for each person in the role

What stays with people

53% of the task time across these roles needs a person, and the output of the rest still needs someone to check it. The tasks below take the most of that time.

  • 12% AI can do it
  • 35% AI helps
  • 53% Needs a person
  • Pay winnings or collect losing bets as established by the rules and procedures of a specific game. Gambling dealers, 12% exposed
  • Greet customers and make them feel welcome. Gambling dealers, 5% exposed
  • Check to ensure that all players have placed bets before play begins. Gambling dealers, 6% exposed
  • Exchange paper currency for playing chips or coin money. Gambling dealers, 12% exposed
  • Inspect cards and equipment to be used in games to ensure that they are in good condition. Gambling dealers, 8% exposed

Adoption path

Start with the tasks where AI helps a person, then automate the routine ones, then give whole workflows to agents with a person approving the output.

  1. Quick wins

    Support, CRM and content staff get reply drafts, campaign copy and game review drafts from an approved assistant.

    Example: Answer questions about game rules and casino policies. AI helps with 60% of the time.

    AI governance

  2. Workflow automation

    KYC document checks, bonus set-up, affiliate reporting and payment exception handling run as automations.

    Example: Reconcile daily summaries of transactions to balance books. AI can do 78% of it.

    Process automation

  3. Agents

    An agent screens player activity for responsible gaming and fraud signals and sends each case to an officer with the evidence attached.

    11 of the 15 tasks on this page are ones AI can do end to end, the work an agent takes on.

    Private AI

Teams in this industry

The business functions in gambling and gaming, by share of the workforce, with each one's exposure.

  1. Sales, 9.8% of the workforce, score 38
  2. Customer service, 6.8% of the workforce, score 54
  3. Operations and admin, 4.3% of the workforce, score 52
  4. Finance and accounting, 3.1% of the workforce, score 62
  5. IT and software, 2.1% of the workforce, score 58

Roles in gambling and gaming

The 20 largest roles, each linked to its task-by-task score. Shares come from the BLS industry staffing estimates, May 2025. Of the roles with at least 2% of the jobs, customer service representatives score highest at 74, janitors lowest at 14.

  1. Gambling dealers, 15% of the workforce, score 25 out of 100
  2. Security guards, 6.3% of the workforce, score 26 out of 100
  3. Casino cashiers, 5.3% of the workforce, score 31 out of 100
  4. Janitors, 4.7% of the workforce, score 14 out of 100
  5. Casino supervisors, 4.6% of the workforce, score 37 out of 100
  6. Waiters, 4.4% of the workforce, score 31 out of 100
  7. Bartenders, 4.2% of the workforce, score 26 out of 100
  8. Cooks, 3.7% of the workforce, score 23 out of 100
  9. Gambling cage workers, 3.4% of the workforce, score 40 out of 100
  10. Vending machine technicians, 2.9% of the workforce, score 29 out of 100
  11. Cashiers, 2.7% of the workforce, score 43 out of 100
  12. Casino runners, 2.6% of the workforce, score 32 out of 100
  13. Customer service representatives, 2.4% of the workforce, score 74 out of 100
  14. Gambling surveillance officers, 2.1% of the workforce, score 39 out of 100
  15. Maintenance workers, 1.7% of the workforce, score 21 out of 100
  16. Maids, 1.7% of the workforce, score 8 out of 100
  17. Food service supervisors, 1.5% of the workforce, score 41 out of 100
  18. Administrative supervisors, 1.4% of the workforce, score 55 out of 100
  19. Bookkeepers, 1.3% of the workforce, score 67 out of 100
  20. Security supervisors, 1.2% of the workforce, score 35 out of 100

iGaming roles in Malta

Online operators hire 15 roles that US data leaves out, such as KYC analysts and VIP managers. We wrote their tasks for Malta's gaming sector and graded them the same way. Casino content writers score highest, at 67.

  1. Casino content writers, AI can do 46% of the task time, score 67 out of 100
  2. Casino support agents, AI can do 27% of the task time, score 65 out of 100
  3. Casino SEO specialists, AI can do 18% of the task time, score 64 out of 100
  4. KYC analysts, AI can do 33% of the task time, score 64 out of 100
  5. Game integration specialists, AI can do 10% of the task time, score 63 out of 100
  6. Payments and fraud analysts, AI can do 18% of the task time, score 63 out of 100
  7. CRM executives, AI can do 9% of the task time, score 62 out of 100
  8. Affiliate managers, AI can do 30% of the task time, score 61 out of 100
  9. Bonus and promotions managers, AI can do 10% of the task time, score 59 out of 100
  10. Risk and trading analysts, AI can do 10% of the task time, score 59 out of 100
  11. VIP managers, AI can do 36% of the task time, score 58 out of 100
  12. iGaming product owners, AI can do 9% of the task time, score 53 out of 100
  13. Responsible gaming officers, AI can do 18% of the task time, score 52 out of 100
  14. Gaming compliance officers, AI helps with 91% of the task time, score 51 out of 100
  15. Live casino dealers, AI helps with 33% of the task time, score 28 out of 100

Questions about AI in gaming and gambling

Which tasks should a gaming operator automate first?

The first task to automate is to answer questions about game rules and casino policies (60% exposed). Next come the tasks to reconcile daily summaries of transactions to balance books (78%) and to compute amounts of players' wins or losses (50%). Together they free the most hours across the industry.

How many hours can AI save a gaming operator?

About 555 hours a year per full-time person, 28% of a 2,000-hour working year. For a team of 10 that is about 5,550 hours, the time of 2.8 full-time people. The figure is the share of task time AI can remove today, weighted by how many people do each job.

Which roles in a gaming operator are most exposed to AI?

Of the roles with at least 2% of the jobs, customer service representatives score highest, at 74 of 100, and janitors lowest, at 14. Each role's page lists its tasks one by one.

Will AI replace jobs in gambling and gaming?

AI can do 12% of the task time across these roles today. Another 35% gets faster with AI while a person stays in charge. 53% needs a person. One task that stays with people is to pay winnings or collect losing bets as established by the rules and procedures of a specific game.

Where should a gaming operator start with AI?

With the quick wins: approved assistants for the tasks AI helps with, under a written AI policy. Then automate the 11 tasks on this page AI can do end to end. An AI audit maps the tasks in your team and ranks them the same way this page does.

Next steps

Find the tasks to automate first in your team

We map the tasks in your business, score each one the way this page does and build the automations that pay back first.

Book an AI audit

Assess Aigentcy with your assistant.

Copy our summary prompt or open it in your preferred service. Check the response against the sources.

Open in ChatGPT (new tab)Open in Claude (new tab)Open in Perplexity (new tab)
Read the prompt

Links open an external AI service with this public prompt. Sign-in and prefill behaviour vary. If needed, paste the copied text.