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.
The company says it will show five modules covering RGS, PAM, payments, affiliates and an AI ops assistant at ExCeL London on 1–2 July.
Digicode will exhibit at iGB L!VE London 2026 on July 1–2 at ExCeL London, where it plans to showcase its Diger Suite modular iGaming technology ecosystem.
The company said the Diger Suite is built to help operators integrate multiple technology partners while maintaining player experience, compliance workflows and operational agility as they expand into regulated markets.
Digicode’s product lineup at the show includes DigerRGS (remote game server for launching, distributing and managing content across jurisdictions), DigerPAM (player account management covering player operations, compliance and responsible gaming controls), and DigerPay (payment orchestration supporting local payment methods and regulatory requirements).
It will also present DigerClick, an affiliate management platform with tracking, partner management, commission automation and analytics, plus DigerCompanion, described as an AI-powered operational assistant for automating customer support and internal workflows.
Digicode said its team will use the event to meet operators, game providers, affiliates and technology partners to discuss platform interoperability, modernization of legacy systems, and approaches to reducing vendor lock-in through modular integrations.
The post Digicode to demo Diger Suite iGaming stack at iGB L!VE London 2026 appeared first on EE Gaming | Global iGaming & Tech Intelligence Hub.
Supplier will exhibit at Stand S60 in London on July 1–2, with sportsbook, AI suite and prediction-market products on show.
BetConstruct AI will attend iGB L!VE 2026 on July 1–2 in London, UK, exhibiting at Stand S60.
The company said its stand will focus on operator tooling for the 2026 FIFA World Cup, positioning what it calls the “Best Sportsbook for the 2026 World Cup” and related engagement and tournament-readiness features aimed at real-time performance during the event.
Alongside the World Cup focus, BetConstruct AI said it will showcase its Sportsbook Platform, Casino Platform and AI Suite, including CRM AI, Umbrella AI, AI Game Recommendation System, Betting Mate AI and BetChain AI. It also plans to present its Affiliate Ecosystem, covering player engagement, retention, risk management and acquisition.
BetConstruct AI will also demo Eventbook, a prediction market product built around real-world events including politics and major sports tournaments. The company said it has partnered with ADI Predictstreet, described as FIFA’s Official Prediction Market Partner, integrating ADI Predictstreet’s prediction-market solutions and official match streaming rights into its platform.
The press release also stated that new partners will be able to access “exclusive commercial terms on setup,” but did not disclose pricing or eligibility details.
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Online casino and iGaming developer MadMen is marking its 10th anniversary this year, reflecting a decade of technology work for operators in regulated and emerging markets.
Founded in 2016, MadMen said it began in B2C before moving to a B2B model. The company now provides front-end and back-end development for iGaming operators, spanning brand launches, platform integrations, market expansions, and bespoke product work.
MadMen said it works with established operators, challenger brands, and land-based casinos moving online, and highlighted supplier relationships including its Official Gold Partner status with EveryMatrix (2022) and a partnership with Omega Systems (2024).
Since its first major B2B project in 2021, the company said it has delivered more than 35 custom solutions for operators worldwide and launched its first US sweepstakes project in 2025.
Commenting on the milestone, Michel Groenendijk, co-founder of MadMen, said: “We’ve been fortunate to spend the last decade working in an industry that has changed significantly in a relatively short space of time.
“Since we started, we’ve seen major regulatory developments across multiple markets, the growth of cryptocurrency, the emergence of sweepstakes models, and, more recently, the rapid rise of artificial intelligence. At the same time, operators have become increasingly focused on specific audiences and territories.
“Launching and growing an iGaming business today involves far more than developing a website. Payment integrations, compliance requirements, supplier relationships, and platform infrastructure all need to work together seamlessly, and our role is to help operators navigate that complexity. It’s a common misconception that once you have a fully functioning product, success is guaranteed, but in reality, the tech side is only one part of the equation. A deep understanding of the industry, proper relationships with suppliers, and years of experience are all essential for achieving success, which is why clients choose to work with a business like ours.
“Looking ahead, we see significant opportunities in areas such as AI-driven development, testing, and player engagement. Our focus will remain on helping operators adapt to new technologies and market requirements while bringing ambitious projects to market practically and sustainably.
“By embedding AI into our delivery and product development processes, we can significantly reduce the time required to deliver solutions for both new and existing clients, allowing us to take on more projects of a larger size, as well as spend more time allowing our expert team to experiment with new features.
“It’s worth noting that whilst AI has its place within the company, there’s still plenty that it’s not able to automate. This is where our experience shines, managing different pipelines across different teams to keep everything aligned and integrated into the final product.
“We’re grateful to our team and clients who have been part of our journey over the last ten years.”
The post MadMen marks 10 years as iGaming development supplier appeared first on EE Gaming | Global iGaming & Tech Intelligence Hub.
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