What does the Chief AI Officer do in iGaming?

What does the Chief AI Officer do in iGaming?

The CAIO is a new position for businesses in general and for iGaming companies in particular. Job postings for such specialists have already appeared in gambling job channels for large corporations.

Denis Romanovsky, CAIO of SoftSwiss, gave an interview to NEXT about his position: what exactly he does, what AI tools have been rolled out across the company, and he provided practical use cases. He highlighted the most interesting points.

1. Why a separate role is needed and which companies require it

SoftSwiss has been using AI for a long time, for example, for coding. The next question was how to scale this across the entire company? They decided to create a separate role at the C-level — with the authority to influence all departments simultaneously.
His responsibilities include selecting and agreeing on tools, training employees, working with security personnel on access and restrictions, launching specific automation cases, and tracking results — impact on revenue, expenses, speed, and quality.
Such a position is not necessary for everyone — a small business can manage with a CTO who has an AI stack. But if the company has many departments, one dedicated person is essential for clear results.

2. Tools used at SoftSwiss

The basic set for all employees is Google Workspace with Gemini. Everyone receives a pro account and can work with documents, data, images, infographics, and videos.
They also use Notebook LM (also from Google). You can upload specific documents there, and it will respond only based on those materials, without making assumptions. This is convenient, for example, for training new employees.
They also use a bot in Slack — it analyzes conversations, helps recall what was discussed with whom last week, and suggests ways to improve communication.
Claude and ChatGPT are connected selectively. An employee justifies why they need a tool, the manager approves it, and security checks the settings. The logic is simple — everyone starts working in Gemini, and they expand the toolkit only as needed.

3. Specific use cases

Email analysis from providers. The payment department receives thousands of emails from providers every day, and previously emails were sorted manually. Now the AI system reads the emails, extracts key information, checks it in several stages, and prepares a report.
Support assistant. When a ticket comes in, the bot looks at the history of similar requests, finds the necessary instructions, and suggests a solution plan. The engineer opens the ticket — and there is already a ready-made action plan.
HR bot for employee inquiries. SoftSwiss has offices in different countries, and the rules vary everywhere. The bot answers questions about vacations, insurance, benefits — in the appropriate language and with links to sources.