The Kansspelautoriteit (KSA), the Dutch gambling regulator, recently issued new guidelines on the use of chatbots and AI (artificial intelligence) by online gambling operators. The aim of these guidelines is to provide a framework for the integration of these technologies in order to ensure player protection and compliance with legal obligations.
Background and motivations
In October 2024, the KSA held a technical meeting with online gambling operators to discuss the regulation of gambling limits and responsible gambling policies. At this meeting, the increasing use of chatbots and AI was discussed, raising many questions from operators. In response, the KSA decided to clarify its position by issuing specific guidelines on the use of these technologies.
Authorised use subject to conditions
The KSA recognises that chatbots and AI can be useful tools for improving customer service, particularly by answering frequently asked questions. They can also be used to analyse and monitor users’ gaming behaviour.
However, the KSA insists that these technologies must not replace human intervention, particularly in sensitive areas such as preventing gambling addiction and managing gambling limits. In these situations, a qualified employee must always be available to take over and provide personalised assistance.
Three fundamental principles
To provide a framework for the use of chatbots and AI, the KSA has defined three key principles that operators must respect:
- Transparency: Operators must be able to clearly explain how their AI and chatbot systems work, including the reasons why they take certain decisions.
- Responsibility: Operators remain fully accountable for the actions and communications generated by their automated systems.
- Accountability: Operators must be able to demonstrate how their systems have been developed, including the data used to train them, and how they are monitored and updated.
Implications for operators
Online gaming operators need to ensure that they have the knowledge and skills to effectively manage the use of chatbots and AI. This includes training staff, putting in place monitoring and control processes, and being able to intervene quickly in the event of a problem.
The KSA also encourages operators to take a proactive approach to compliance, regularly evaluating their systems and implementing continuous improvements to ensure the safety and welfare of players.The integration of chatbots and AI into online gaming services offers many opportunities to improve the user experience and enhance player protection. However, these technologies must be used responsibly and under proper human supervision. The KSA guidelines provide a clear framework to help operators navigate this evolving landscape and ensure ethical and compliant use of AI in the gambling sector.