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.
When everyone has access to AI, the future belongs to those who use it strategically. Slotegrator’s updated platform has a suite of AI-powered tools that do the heavy lifting so clients can focus on strategy and business development.
Suppliers are racing to incorporate AI features. Instead of just keeping up with the hype, Slotegrator updated its platform with a suite of AI tools that help its clients by doing most of the heavy lifting and handling tasks that require large amounts of processing power. The company’s platform software now features AI tools for fighting fraud, analyzing essential business data, and reducing payment friction.
Fraud is a major concern for online casino operators, particularly when it comes to bonus abuse.
Bonus abusers are constantly developing new techniques and tactics to defraud casinos — even more so now that they have access to AI tools. Good deepfakes can potentially even pass liveness checks, and synthetic IDs (fake IDs made of real parts) are difficult to spot.
Slotegrator’s Anti-fraud module has an AI assistant to help operators combat fraud. The assistant provides summaries of real-time situations with just the touch of a button. Operators choose from one of three preset questions: 1. What is the overall risk situation? 2. Which risk categories are currently the most critical? And 3. What should be prioritized right now?
When they choose one of them, the assistant automatically analyzes the relevant data, yields structured conclusions, and makes recommendations for next steps. After you’ve made a selection, the AI assistant instantly processes dashboard metrics and provides a brief summary. The assistant works at both the project and individual level.
“As artificial intelligence becomes commonplace, the companies that integrate AI into core aspects of their business will be the ones that get ahead,” explains Slotegrator COO Olga Ivanchik. “AI is capable of more than automation. Incorporating AI at a strategic level, making it a core part of the business architecture, is the only way to stay competitive in the long run.”
Slotegrator’s platform also has an AI business intelligence module.
The AI BI module not only tracks KPIs such as GGR, unique players, active players, average bet sum, average withdrawal sum, average FD sum, profitability, CPR, and others, but filters and presents them for the chosen period and the particular project. All the data are displayed in convenient and clear tables and diagrams and can be exported as CSV and XLS files for convenience.
Users can segment players and apply bulk actions, depending on whether they need to be encouraged with a bonus or blocked due to risky behavior. Additionally, the module can filter players by affiliate partner ID to see which partner sent them.
Payments always present complex issues. Slotegrator’s Moneygrator simplifies payments by providing a unified infrastructure for managing payment providers in different GEOs.
But the Moneygrator AI bot takes the service to a new level.
The Moneygrator AI Bot automatically processes up to 80% of standard requests that previously required the involvement of an account manager. Instead of studying documentation or waiting for a response, teams receive structured data in minutes, significantly accelerating time-to-market.
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.
When everyone has access to AI, the future belongs to those who use it strategically. Slotegrator’s updated platform has a suite of AI-powered tools that do the heavy lifting so clients can focus on strategy and business development.
Suppliers are racing to incorporate AI features. Instead of just keeping up with the hype, Slotegrator updated its platform with a suite of AI tools that help its clients by doing most of the heavy lifting and handling tasks that require large amounts of processing power. The company’s platform software now features AI tools for fighting fraud, analyzing essential business data, and reducing payment friction.
Fraud is a major concern for online casino operators, particularly when it comes to bonus abuse.
Bonus abusers are constantly developing new techniques and tactics to defraud casinos — even more so now that they have access to AI tools. Good deepfakes can potentially even pass liveness checks, and synthetic IDs (fake IDs made of real parts) are difficult to spot.
Slotegrator’s Anti-fraud module has an AI assistant to help operators combat fraud. The assistant provides summaries of real-time situations with just the touch of a button. Operators choose from one of three preset questions: 1. What is the overall risk situation? 2. Which risk categories are currently the most critical? And 3. What should be prioritized right now?
When they choose one of them, the assistant automatically analyzes the relevant data, yields structured conclusions, and makes recommendations for next steps. After you’ve made a selection, the AI assistant instantly processes dashboard metrics and provides a brief summary. The assistant works at both the project and individual level.
“As artificial intelligence becomes commonplace, the companies that integrate AI into core aspects of their business will be the ones that get ahead,” explains Slotegrator COO Olga Ivanchik. “AI is capable of more than automation. Incorporating AI at a strategic level, making it a core part of the business architecture, is the only way to stay competitive in the long run.”
Slotegrator’s platform also has an AI business intelligence module.
The post Slotegrator using AI tools to fight fraud, analyze performance, and smooth payments appeared first on EE Gaming | Global iGaming & Tech Intelligence Hub.
21.com has launched as an online casino and sportsbook, naming industry veteran Michael Carlton as Founder & CEO, the company said on 16 June 2026.
The operator said it is targeting a range of global jurisdictions and plans to differentiate through a “modern technology stack” and “AI-centric operations.” It did not disclose target markets, licensing status, launch territories, or product partners.
Carlton previously served 13 years at EY as a Chartered Accountant before entering gaming in 1997, according to the company. He later spent 17 years as CEO of BetVictor and has since invested in betting and gaming companies.
Carlton said 21.com is being built without legacy platform constraints. “Having started in the gaming industry prior to the launch of the internet and then having the privilege of being involved as the industry evolved and adapted to the opportunities, there is now a further revolution occurring with the power created by embracing AI helping us to move faster and tailor personalised experience to the player.
“One of 21.com’s greatest strengths is that it is being developed for the current market, rather than an after-thought adaptation of an existing one. Many operators have been around for a long time and continue to be defined by legacy platforms and pre-crypto payment customer journeys that existed long before the modern technical tools that exist now became a reality. 21.com has embraced AI to deliver unparalleled customer experiences.
“With a team of industry leading experts with the motivation and ability to achieve our goals but without any legacy systems, 21.com is able to take advantage of new technologies to become a market leader in the gaming industry”.
The company also set aggressive commercial targets. “21.com will be one of the top three operators in every market it operates and in the world within two years,” Carlton said.
The post 21.com launches online casino and sportsbook led by ex-BetVictor CEO Michael Carlton appeared first on EE Gaming | Global iGaming & Tech Intelligence Hub.
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