Hospitality Upgrade recently spoke with Ram Patrachari, president of SPentarkAI, a San Diego-based consulting firm specializing in cutting-edge AI-driven solutions for the hospitality and gaming industries. With more than 20 years of IT leadership experience, including roles as vice president of IT at Viejas Casino and CIO at Jamul Casino, Patrachari has been at the forefront of transforming technology ecosystems to enhance operational efficiency and guest experiences. His expertise extends to leveraging advanced AI technologies, predictive analytics and machine learning to optimize 24/7 operations, from designing resilient infrastructure to deploying AI powered guest engagement systems and data-driven decision-making platforms.

Trend #1: Artificial intelligence

Artificial intelligence (AI) is remaking the casino gaming landscape, driving innovation across both operational efficiency and customer experience. According to Patrachari, AI-driven analytics are revolutionizing how casinos understand player behavior, enabling hyper-personalized marketing strategies that cater to individual preferences in real time. “By analyzing vast amounts of player data, AI not only optimizes loyalty programs but also creates dynamic, tailored rewards and promotions that enhance player engagement, retention and lifetime value,” he explained.

AI is also becoming integral to fraud detection, where advanced machine learning models can continuously scan massive volumes of transactional data to detect anomalies in realtime, flagging suspicious activities like card counting, money laundering and player collusion more efficiently than traditional methods. This proactive approach to security strengthens compliance and operational integrity. Moreover, AI-powered chatbots and virtual assistants are transforming the guest experience by delivering 24/7 personalized support, resolving common inquiries instantly, and seamlessly handling tasks such as booking reservations or troubleshooting technical issues.

Looking ahead, AI will enable predictive maintenance of gaming equipment, optimize floor layouts based on player traffic patterns, and offer deeper insights into player sentiment and experience through advanced sentiment analysis, allowing casinos to fine-tune every aspect of their operations. “The future of AI in gaming is not only about efficiency—it's about elevating every touchpoint of the player journey,” he said.

Trend #2: Blockchain technology

Blockchain technology is revolutionizing the gambling industry by providing a secure and transparent method for conducting transactions. “The decentralized nature of blockchain ensures that all transactions are recorded on a public ledger, which minimizes the risk of fraud and manipulation,” Patrachari explained. Moreover, blockchain's decentralized nature makes it more difficult for hackers to access player data, which is spread across multiple computers instead of being stored in one place.

This transparency is particularly appealing to players who prioritize fairness and security. And while cryptocurrencies and blockchain applications in gambling are more prevalent internationally, their potential for secure transactions and transparency could influence future developments in regulated markets, he predicts.

Trend #3: Augmented reality and virtual reality

Augmented reality (AR) and virtual reality (VR) technologies are transforming the gaming experience by creating immersive environments that transport players into virtual worlds. VR casinos, although more common in international markets, offer unique experiences where players can interact with virtual dealers and other players in lifelike settings.

In U.S. land-based casinos, AR enhances live dealer games by overlaying digital information onto the physical world, providing an enriched gaming experience. “This technology is expected to drive significant growth in traditional casinos as these properties look for new ways to engage players and create more memorable experiences,” Patrachari said, noting that interactive AR displays and VR experiences in casino resorts are increasingly emerging as attractions that enrich guest engagement.

Trend #4: 5G and high-speed connectivity

The deployment of 5G networks will revolutionize the casino gaming industry by enabling faster and more reliable connections. This technology supports the seamless streaming of high-definition content, making it ideal for live dealer games and interactive gaming experiences within physical casino environments.

“With 5G, players can enjoy smooth gameplay with minimal latency on their mobile devices within these establishments,” Patrachari said, noting that the increased bandwidth and low latency of 5G also facilitates the integration of AR and VR technologies, allowing for more complex and immersive gaming applications. “Collaborations between tech companies and major casino resorts are exploring the use of 5G to enhance gaming experiences through improved connectivity and real-time data analytics.”

Trend #5: Cloud gaming and Infrastructure

Cloud gaming will continue to transform the way games are delivered and played by removing the need for high-end hardware and allowing players to access games on any device with an internet connection.

Although cloud gaming's potential is being realized more fully outside the U.S., its scalability and accessibility provides plenty of opportunities for domestic gaming environments, Patrachari said. “Casinos can leverage cloud infrastructure to offer a wide range of gaming experiences within their properties, catering to both on-site and remote players.” Cloud-based gaming systems can also support real-time updates and innovation, ensuring that the latest games and features are readily available to guests.

Trend #6: Biometric authentication

Biometric authentication is quickly gaining popularity in casinos as a way to streamline guest service and improve security. “Technologies like facial recognition and fingerprint scanning offer a convenient and secure way for players to access their accounts and make transactions within the casino,” Patrachari said, noting that facial biometrics provides a virtually impenetrable layer of security while eliminating the need for burdensome security methods like SMS codes or knowledge-based authentication (KBA), which verifies a user’s identify by asking questions based on personal information.

Moreover, facial recognition can enhance the VIP experience by recognizing the casino’s most valued patrons and alerting hosts when they visit. “You can then greet them personally, offer them a complimentary drink or give them tickets to an event.”

Additionally, biometric systems can help prevent underage gambling and identity self-excluded players. “Biometric authentication is a powerful tool that protects the interests of users and enables the casino to comply with regulatory standards,” he said. “This technology has transformative applications in the gaming industry.”

Trend #7: Proximity-based marketing

Patrachari predicts that proximity-based marketing, which uses beacon technology to broadcast signals to customers’ smartphones when they opt in within a specific mobile app, will increasingly be employed by casinos looking to boost foot traffic and revenue. “Proximity-based marketing is the ultimate tool for engaging mobile customers,” he said. Through push notifications and promotional pop-ups, apps become useful tools that improve guest service and profitability and allow the casino to deliver highly relevant content at exactly the right place and time.

By sending notifications to players’ mobile devices when they are near the casino or in a specific area of the property—in front of a favorite restaurant or table game, for example—beacons can ensure the delivery of highly personalized offers. “These messages are different from the countless other notifications people receive that are easy to ignore,” he said. “They’re driven by data, which ensures that players receive notifications they are interested in. It opens up an entirely new frontier for casinos.”

Opportunities and challenges

As these and other cutting-edge technologies continue to evolve, they present opportunities as well as challenges for the gaming industry, Patrachari said. “The integration of these solutions not only requires expertise and a significant monetary investment but also a consideration of the regulatory and ethical implications.”

In particular, he raises concerns about data privacy and security surrounding AI and biometric technologies. Additionally, blockchain’s decentralized nature poses regulatory challenges. Still, he says, casinos that embrace these technologies will be well-positioned to thrive in a competitive and rapidly changing landscape. “The future of gaming is being shaped by this new technology, and it’s unlike anything we’ve seen before,” he concluded. “Properties that leverage these solutions effectively will increase operational efficiency, improve security, and deliver an immersive and guest-first experience."

‍