AI
Why operators are choosing to buy in their AI strategy
In an industry where margins are thin and player loyalty is fleeting, customer experience has become a key differentiator for operators. As AI becomes a core operational requirement, leadership teams face a clear choice: build proprietary technology in house, or partner with purpose built AI CX providers.
Alex Gould, CTO at Conduet, explains why more operators are choosing the latter.
What industry-specific CX challenges can an exterior solution address ‘out of the box’ compared to a generic build?
Generic AI struggles in sports betting and iGaming because player inquiries are shaped by complex, domain-specific rules and edge cases. Questions about settlements, promotions, withdrawals, or cash outs are rarely straightforward. They depend on wager structure, timing, eligibility criteria, and operator-specific logic.
Over 80% of player inquiries require pulling live, account-specific information from the PAM and applying it correctly within that broader rule set. Without purpose-built logic to interpret both the data and the edge cases around it, responses quickly become incomplete or incorrect.
This limitation is reflected more broadly in enterprise AI adoption. Research from MIT found that 95% of enterprise AI initiatives fail to deliver measurable business impact, often because broadly trained models are pushed into live environments without the domain context needed to handle real-world variability. What appears to work in controlled testing breaks down once exposed to operational complexity.
Purpose-built platforms are designed around this reality. By training on gaming-specific data, workflows, and failure modes, they can interpret live PAM data in context and handle both common and complex inquiries accurately from day one, without relying on extensive rules, manual escalation, or post-deployment patchwork.
How would you characterise the current skills gap within operator teams regarding AI implementation?
Operator CX teams are closest to the customer and understand where friction exists. The challenge is not identifying opportunities, but delivering AI that performs reliably in production. Turning insight into production-ready capability requires technical depth, dedicated ownership, and sustained iteration that sit outside the remit of most CX organisations.
Deploying AI in gaming requires expertise across model evaluation, conversation design, failure handling, and real-time interaction with PAMs and ticketing systems. It also requires ongoing investment to monitor performance, manage edge cases, and improve outcomes as volumes and player behaviour change. CX teams are structured to run day-to-day operations, which makes sustaining this work in parallel difficult.
As a result, many internal AI CX efforts stall or remain narrow in scope, not because the opportunity is unclear, but because the execution burden is too high.
What is the average time to market using a specialist platform, versus a full in-house build?
In-house AI efforts typically take 18 to 36 months to reach enterprise-ready scale. The delay is driven by the need to coordinate across CX, product, data, and engineering while establishing new ownership and operating models inside live CX environments.
A specialist platform compresses this timeline materially. With gameLM, operators can move from concept to live inbound CX in six to 12 weeks. Operators achieve 60%+ resolution within 90 days, scaling toward 80%+ shortly thereafter.
Why does a purpose built partnership model matter in iGaming & OSB CX?
In iGaming and online sports betting, the challenge is not adopting AI, but making it work reliably at scale. Generic platforms often shift the burden onto operators after deployment, requiring significant time and internal effort to adapt the technology to gaming-specific realities. That effort compounds as complexity grows.
A purpose built partnership model changes that dynamic. Instead of operators spending months closing gaps, AI is deployed using operating patterns already proven in live gaming CX. Common failure modes, escalation paths, and performance tradeoffs are understood upfront, reducing the need for downstream rework and ongoing firefighting.
Conduet applies this approach through gameLM, informed by operating a 500+ agent gaming CX organisation. That operating knowledge functions as an embedded R&D capability, shaping how the platform is tuned, prioritised, and extended alongside each operator’s environment. Inbound CX performance today directly informs the development of additional, gaming-specific capabilities such as reactivation, payments optimisation, and fraud prevention.
The result is a partnership model that delivers strong outcomes without transferring the hidden cost of adaptation and maintenance back to the operator, allowing CX capability to keep pace as the industry evolves.
Alex Gould is the CTO at Conduet, where he leverages his technical and strategic background to guide technology strategy and innovation. He is also the Founder and CTO of Everyday AI and previously founded computer vision company ViewX. Alex’s earlier experience includes roles at Primary Venture Partners and Bain & Company, and he holds an MBA from Columbia Business School and a Bachelor of Engineering (Hons) from the University of Canterbury.
The post Why operators are choosing to buy in their AI strategy appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.
Vegangster has become the first iGaming platform to integrate the Model Context Protocol (MCP), enabling AI agents to interact directly with platform systems in real time.
MCP is an open protocol that gives AI agents a structured way to communicate with software environments, allowing them to understand context, retrieve data, and perform actions on the user’s behalf. Instead of building separate integrations for each use case, MCP standardises how AI agents interact with platform systems, making integrations faster to deploy and easier to scale.
For player support, this means agents can resolve common queries, including deposit status, bonus conditions, and account issues. Instead of routing tickets or escalating requests, agents retrieve live data and resolve queries instantly within a single interaction.
On the operator side, tasks that previously required navigating multiple interface sections or exporting reports can now be handled through plain-language prompts: filtering player lists, reviewing performance figures, adjusting configurations. The practical effect is a shorter onboarding curve and faster execution of day-to-day tasks.
Michael Oziransky, Chief Product Officer at Vegangster, sees this as foundational rather than incremental:
“AI agents interacting with the platform mark a fundamental shift. What we are seeing now are just the most obvious use cases. The real value of MCP is in its flexibility. This opens the door to entirely new ways of operating and building on top of the platform. We are proud to be the first to bring this to iGaming.”
The integration is currently in beta with selected operators, with wider availability planned soon. Early adopters can already move beyond traditional interfaces and begin operating the platform through AI agents.
Press Contact
Romans Kozlovskis
The post Vegangster Becomes First iGaming Platform to Support AI Agent Integration via MCP appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.
Vegangster has become the first iGaming platform to integrate the Model Context Protocol (MCP), enabling AI agents to interact directly with platform systems in real time.
MCP is an open protocol that gives AI agents a structured way to communicate with software environments, allowing them to understand context, retrieve data, and perform actions on the user’s behalf. Instead of building separate integrations for each use case, MCP standardises how AI agents interact with platform systems, making integrations faster to deploy and easier to scale.
For player support, this means agents can resolve common queries, including deposit status, bonus conditions, and account issues. Instead of routing tickets or escalating requests, agents retrieve live data and resolve queries instantly within a single interaction.
On the operator side, tasks that previously required navigating multiple interface sections or exporting reports can now be handled through plain-language prompts: filtering player lists, reviewing performance figures, adjusting configurations. The practical effect is a shorter onboarding curve and faster execution of day-to-day tasks.
Michael Oziransky, Chief Product Officer at Vegangster, sees this as foundational rather than incremental:
“AI agents interacting with the platform mark a fundamental shift. What we are seeing now are just the most obvious use cases. The real value of MCP is in its flexibility. This opens the door to entirely new ways of operating and building on top of the platform. We are proud to be the first to bring this to iGaming.”
The integration is currently in beta with selected operators, with wider availability planned soon. Early adopters can already move beyond traditional interfaces and begin operating the platform through AI agents.
Press Contact
Romans Kozlovskis
The post Vegangster Becomes First iGaming Platform to Support AI Agent Integration via MCP appeared first on Americas iGaming & Sports Betting News.
As player expectations rise, generic casino lobbies are no longer enough — AI-driven personalization is becoming essential to engage, retain, and grow audiences.
In this evolving landscape, The Playa is positioning itself at the forefront of iGaming personalization. Slotegrator spoke with Viktoriia Grygorenko, CEO, about the company’s journey, emerging industry trends, and how data-driven experiences can boost revenue by up to 25%, and often beyond.
Founded at the intersection of artificial intelligence and iGaming, The Playa started as a small experimental project and quickly grew into a full-scale platform. Today, the company delivers solutions across the entire player lifecycle — from lobby personalization and acquisition intelligence to VIP insights and retention optimization — serving operators with a monthly GGR of over $10 million.
According to Viktoriia, the industry has long underutilized one of its most valuable assets: player data. “iGaming generates enormous amounts of behavioral data — from game preferences to betting patterns — but most operators still rely on basic segmentation,” she explains. “That’s a missed opportunity.”
The gap is even more obvious compared to global entertainment platforms competing for audience attention. As Viktoriia points out, top companies invest billions in learning what their users want and delivering it instantly, while many online casinos offer identical experiences to all players. However, the industry is beginning to catch up.
Internal research by The Playa shows that 77% of iGaming companies leaders believe AI will be a key competitive advantage within the next two to three years. At the same time, major operators are rapidly expanding their data science capabilities — a clear signal of where the market is heading.
Beyond technology, player behavior itself is evolving. A new generation of users is entering the market, bringing different expectations around user experience. Behavioral data can reveal differences in preferences and risk patterns — opening the door to more effective personalization strategies.
Looking ahead to 2026, Viktoriia highlights three major trends shaping the industry: a stronger focus on retention, the rise of true one-to-one personalization, and a redefinition of loyalty. Retention, in particular, is becoming critical as rising acquisition costs and tighter regulations put pressure on margins.
Read the full interview to discover how The Playa is transforming player experiences with AI-driven personalization and why growth in iGaming depends on understanding players at every step of their journey.
Contact Slotegrator to learn how customized solutions can help grow your business.
Slotegrator
ABOUT THE COMPANY
Since 2012, Slotegrator has been one of the iGaming industry’s leading software and business solution providers for online casino and sportsbook operators.
The company’s main focus is software development and support for online casino platforms, as well as the integration of game content and payment systems.
The company works with licensed game developers and offers a vast portfolio of casino content: slots, live casino games, poker, virtual sports, table games, lotteries, casual games, and data feeds for betting.
Slotegrator also provides consulting services in gambling license acquisition and business incorporation.
ABOUT THE PLAYA
The Playa is a leading iGaming company specializing in AI-powered personalization solutions, enabling operators to deliver tailored player experiences across the full lifecycle — from lobby personalization and acquisition intelligence to VIP insights and retention optimization.
Through advanced behavioral profiling and personalized player recommendations, the company provides iGaming operators with the tools they need to grow, retain players, and maximize revenue.
The post The Playa for Slotegrator: why personalized player experiences are the future of growth appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.
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