NewInteractive Agents Live
InteractiveAI
InteractiveAI
iGaming · Player Support

AI Player Support for iGaming Operators

Resolve 65-80% of player tickets autonomously. Eliminate 30+% at root cause before they reach the queue. Enforce KYC, AML, and responsible gaming on every interaction, with a full audit trail. Live in production at Betsson France.

Support Agent

Active now
ANJ-compliant
My €450 withdrawal has been pending for 3 days. Can you help?
Checked Sumsub, your KYC was approved 2 days ago, but the name on your ID didn't fully match your bank account. I've reconciled the records and validated your IBAN. Withdrawal cleared, funds in 1-2 banking days.
Thank you, that was fast!
Resolved in 18s KYC L1 + L2 IBAN validated French (FR)

Production at Betsson France.

Last 30 days · Email · Chat · KYC
  • ~75%
    Combined autonomy
    across all player issues
  • 30+%
    Tickets eliminated
    at root cause before reaching the queue
  • €0.50-0.80
    Cost per ticket
    vs. ~€4.00 fully-loaded baseline
  • 1,100
    Human hours saved
    per month
  • 3.3 min
    Average resolution time
    across Email, Chat, KYC
  • 100%
    Policy enforcement
    on every triggered interaction

A day in AI player support

What the agent runs on its own, and where it hands off by design.

Resolves player tickets end to end
Clears KYC and reconciles identity
Settles bonus and wagering disputes
Diagnoses withdrawals, routes to a human
Enforces KYC, AML, and responsible gaming
Traces every decision for the regulator

Your CS team writes the rules.Not engineering.

Read the full Manifesto
Compliance tightened the KYC rule

Production AI in 2-6 weeks. Live in production at Betsson France.

Start a Pilot Book a demo

The Operating Reality

Your iGaming customer-support reality.

Five constraints shape every iGaming CS deployment. Meet them, or don't ship.

01

Compliance required on every interaction

ANJ-grade KYC, AML, and responsible-gaming policy applied in real time, with an audit trail a regulator can interrogate in seconds.

02

Accountability for each decision made

You answer for every outcome, and the rules can't be bent. Every action has to trace to its policy, inputs, and response, and stand up to a regulator review on demand.

03

2-6 tools involved for each ticket

One issue touches PAM, ticketing, KYC, bonus, and payments. The cost was never intelligence, it was orchestration across systems.

04

Round-the-clock demand, spiking at every peak

Traffic spikes hard around major events. AI absorbs the surge instantly, no overstaffing, no response-time degradation.

05

Human time scaling with volume

In-house runs ~€4.00 per ticket and climbs through peaks. Production AI takes it to €0.50-0.80, at higher quality, zero seasonal drift.

What the Agents Handle

Six domains, resolved with measured autonomy and deliberate control.

Each domain pairs an AI capability with a deliberate human boundary, because some calls belong with a human by design.

85-90% autonomous

Promotions & Offers

Bonus eligibility, wagering, welcome-offer disputes. Routine cases close in one turn; complex eligibility routes to the bonus team with context.

80-90% autonomous

KYC & Document Processing

Identity reconciled against the player profile at every level. Fuzzy name-matching resolves L1 mismatches; L2 proof-of-address approaching 100%.

High

General Inquiries

Open-ended account questions. The agent holds a fluid conversation and switches to a deterministic routine the moment a regulated topic surfaces.

By design

Withdrawals & Payments

Status, payment-pending diagnostics, compliance checks. Bank-account changes route to human review by design, the highest fraud risk.

80-90% autonomous

Player Information Updates

Personal data, limits, preferences. Applies the right verification gate, then completes (low-risk) or hands off with a full brief (high-risk).

~90% autonomous

Login & Account Access

A complex routine across multiple tools and teams, resolved without escalation in nearly all cases. Autonomy on intricate workflows, not just FAQs.

Customer voice

“Roughly 75% of our customer issues are resolved by AI, 65-80% of incoming tickets handled autonomously, plus 30+% of would-be tickets eliminated proactively at root cause. We run it ourselves, and every decision is traceable.”
Mehdi Aounallah · Head of Customer Support, Betsson France

Integration Depth

Autonomy compounds with integration depth.

The cap on autonomy isn't the AI, it's the integration surface. Every system the agent can reach becomes a new capability.

PAM

Player data, balances, and account status, read + write.

Zendesk

Email + Live Chat: reads tickets, runs workflows, owns the lifecycle.

Sumsub

KYC: status checks, document-review outcomes, verification triggers.

IBAN/RIB validation

Bank-account validation for withdrawal eligibility.

InteractiveAI OCR

Proprietary OCR for document-heavy KYC and bank verification.

Promotion engine

Bonus eligibility, offer state, and wagering data for the Promotions routine.

Jira

Escalation routing for payments, compliance edge cases, and fraud flags.

Governance

Governed every turn. Not after-the-fact.

The four properties that make production AI survive an ANJ, MGA, UKGC, or AAMS audit.

Enforcement is architectural, not probabilistic

High-criticality policies (KYC, AML, responsible gaming, withdrawal disclosures) are evaluated in a deterministic engine at every decision point, with precedence resolved structurally before context reaches the model.

Decision traceability on every action

Every policy match, tool call, and response is logged with the agent's reasoning, captured as hierarchical traces. When the agent misfires, the trace points to the specific policy, which the team edits or reverts directly.

Operations writes the policy, not engineering

Compliance and CS managers author rules in natural language, test them, and deploy directly. No engineering ticket sits in the critical path of a policy change. The teams accountable for the outcomes are the ones operating the AI.

Hallucination prevention by design

Interactive Reasoning Queries require source citation on every factual claim, structurally preventing fabrication of bonus terms, withdrawal limits, or verification requirements.

Pilot

Production AI in 2-6 weeks.

We deploy production-grade Interactive Agents into your highest-volume CS domains, integrated with PAM, your ticketing platform, your KYC provider, and your bonus engine. Measurable success criteria defined upfront.

Start a Pilot Book a 30-minute live demo

Frequently asked questions

Everything you need to know about InteractiveAI. Can't find the answer you're looking for? Reach out to our team.

Contact our team

Production AI agents resolve player tickets end-to-end across Email, Live Chat, and KYC workflows, handling promotions, identity verification, withdrawals, account access, and bonus eligibility autonomously. At Betsson France, ~75% of customer issues are resolved by AI: 65-80% of incoming tickets handled autonomously plus 30+% of would-be tickets eliminated proactively at root cause before reaching the queue.