The Future of the Gambling Industry is AI: Insights from Expert Interviews on Human-AI Collaboration, Regulation, and Ethics.

Abstract

In this study, a total of 41 experts were interviewed in two phases (2021 and 2023). The interviews were transcribed and examined with advanced machine learning models like k-mean clustering and BERT. The findings revealed five main themes: human-AI collaboration, regulatory changes, AI model development, gaming system and player engagement, and AI ethics and risks. The findings show a shift from the experimental nature of AI in 2021 to emerging patterns of terns personalized player interaction, data-driven decision-making, and predictive analytics. Challenges were detected (e.g., regulatory gaps, algorithmic bias, operational integration, fraud prevention, and responsible gambling), and solutions were provided to address them. This research contributes to understanding AI's transformative role in the hospitality and tourism industry, providing actionable insights for operators, regulators, and researchers navigating the balance between innovation and responsibility.