Andrew Cardno, the co-founder and Chief Technology Officer of San Diego-based Quick Custom Intelligence (QCI), identifies the rise of artificial intelligence and ChatGPT as the most significant technology breakthrough of the last 20 years. “There’s been mobile and social media, and the worldwide web was really disruptive, but AI and its byproducts are different,” Cardno says.
According to Cardno, artificial intelligence and its byproducts are standing out from previous innovations, notably because of the rapid pace of adoption and the implications for organizations embracing the technology. The new technology – ChatGPT was launched in November 2022 – is already affecting the gaming industry, and QCI is positioned to help companies who want to implement it.
QCI already uses generative AI to enhance its services. As a provider of high productivity software engineering for gaming operators and casino resorts, QCI’s products integrate analytics for table games alongside data-driven reporting on slot games performance, provide insights to understand player behavior, create deeply personalized enterprise-wide experiences, and offer many other services that evolve with the gaming industry’s needs to innovate.
In the continuous endeavor to improve service quality, QCI is “aggressively adopting large language models into our internal workflows through automated processes,” Cardno says. Large language models understand and generate text like a human.
“Half of our tech stack is used internally, handling customer engagement support, communications, processes to respond, and summarizations with customers,” Cardno says. “We’re providing a higher and more intimate level of support through the use of, largely, ChatGPT.”
Cardno notes that the use of artificial intelligence has allowed QCI to grow quickly while maintaining exceptional service requirements, adding more than 50 resorts as clients over the last year.
“We’re using ChatGPT to allow us to support and handle that larger volume of customer partners without having to engage a much larger team,” Cardno says. “For us internally, it’s a scaling thing.”
Cardno notes that QCI’s technology has two parts: what’s used by its business partners, and what the company uses internally. It might seem that the technology interface with customers might be most important, but that’s not quite true.
“We need (the internal technology) to support the software that we deploy, that’s the most important thing,” Cardno says. “We need to support it and manage it and keep it up to date to interact with our customers. We need to build and provide a platform where what we’re doing is managed really efficiently across a very large deployment base.”
Dr. Ralph Thomas, QCI’s CEO and co-founder, uses ChatGPT internally to read his emails. ChatGPT creates tickets, actions, and tasks that Thomas needs to act upon. This same practice can be extended to clients. QCI’s deployment of ChatGPT, for instance, can suggest what an email message might look like.
“We’re already using ChatGPT for building communications,” Cardno says. “We’re helping with the human part of it. This is something that couldn’t be done with prior language models. We’re also helping customers by providing an analytics copilot to ask questions and have a really meaningful dialogue with an agent that understands and can query and take actions on your business.”
Cardno notes that QCI’s business partners have varying goals, from cost savings and revenue growth to brand sustainability. QCI’s deployment of AI provides flexible, modern tools that can “see into all this underlying digital data” that’s happening in a business environment, some of which is relevant, and some that is not.
“Our software filters that down and provides a relevant, data rich experience of all the touch points of the business,” he says. “And what we see is improved productivity.”