Tugi Tark Q2 2025 Product Updates

We’ve rolled out a series of updates to make your iGaming customer support team faster, smarter, and more in control. Here’s everything new in Q2:

Multilingual Support

• Expanded support from 100+ → 249+ languages, maintaining cultural nuance.
• Players can select their preferred language via language flags in the chat widget.
• Automatic translation for agents if they aren’t native speakers of the player’s language.
• Agents can now change the conversation language with AI during an ongoing chat.

Agent Workplace Enhancements

• Channel-specific templates: Automatically provides appropriate templates for chat, email, etc.
• Redesigned Template Management Page: Cleaner, faster, and easy to use.
• New /e (email) command: Send emails directly from the workspace — no extra clicks.
• Improved layout: player messages appear on the left; AI and agent messages on the right.
• Ticket history now shows timestamps for when tickets were opened.
• Agents are asked to confirm when changing ticket statuses to prevent mistakes.

User & Ticket Management

• Redesigned Users Page: Easier to view and manage roles & permissions.
• User role names updated for better clarity.
• Updated ticket statuses: now includes Open, Pending, On-hold, Solved.

Ticket Inbox

• Persistent filters remain active between sessions.
• Agents can join tickets directly from the inbox list.
• New ticket preview for faster scanning.
• Added “Last updated” sorting, with newest tickets at the top.

Specialist Workplace

• The Specialist Workplace has been temporarily disabled while we build a new design.
• The “Escalate” button has been disabled in the Agent Workplace during this period.

TUGI AI Agent

New version of the AI Agent is now live:

• Categorizes tickets automatically.
• Answers in 250+ languages.
• Uses your KB, terms, and policy documents to resolve inquiries.
• Transfers tickets to humans with full context when needed.
• Responses now include a slight delay to feel more human-like.
• Proactively greets players when they open a chat.
• Prompts players after 3 minutes of inactivity and auto-solves after 15 minutes.
• Agents can change the AI conversation language mid-chat.
• Setup remains simple: upload materials directly in Brand Settings.

Chat Widget

• Language flags & improved clarity in the UI.
• New “agent is typing” indicator for both human and AI agents.
• Expanded chat message history: players can now view their 30 latest conversations, sorted newest to oldest.

With these updates, your team can deliver sharper, more efficient support while scaling to new markets and maintaining an exceptional player experience.

Tugi Tark Q3 2025 Product Updates

We’ve just rolled out a fresh version to production packed with powerful updates - and a brand-new Dashboard - making the widget, AI Agent, translations, and email channel smarter, smoother, and faster than ever. 

TUGI Widget API

• New API that lets you control the widget programmatically.

Chat Widget

• Seamless verification flow for unverified players.
  • Improved widget functionality for unverified players.
• Player interaction feels smoother: the agent typing indicator now intelligently pauses player messages to prevent overlap.
• Improved translation and language consistency within the widget interface.
• Connecting your PAM and TUGI with player JWT data is now available.

AI Agent Improvements

• Sharper response accuracy and faster contextual understanding for more natural agent replies.
• The AI Agent is more agile in reading and acting upon policies.
• The AI Agent is faster in forming responses
• The AI Agent automatically sends a link when relevant and available.

AI Agent Configuration

• Configurable agent alias per language.
  • Set Suvi for Finnish, Hikaru for Japanese, or João for Portuguese — limitless options, you decide!

Dashboard 

• A brand-new dashboard that lets you track your brands’ ticket trends and volumes.
• Gain insight into support activity across time, language, and brand.
• Provides the foundation for upcoming analytics and reporting tools.

Agent Workplace

• Faster load times for better productivity.
• Performance optimizations ensure smooth navigation, even with large ticket volumes.

Ticket Routing & Configuration

• Team leaders can now push tickets back to the queue when further review or reassignment is needed.
• A configuration option to first route tickets to a human agent if they are available.
• Business hours are now configurable.
• Auto-chat messages can be configured by language.

Translation Improvements

• More accurate translations.
• Translations are now handled automatically by the Agent profile.
  • TUGI recognizes which languages the agent speaks natively and translates all tickets to their default language - as seamless as speaking in your mother tongue.
  • On the player side, they are always served in the language they choose - regardless of whether native agents are online.

Email Channel

• The AI Agent now formats messages in a professional email style with greetings, formatting, and signatures.
• AI Agent also auto-solves tickets in the email channel.