We’ve just launched a new Customer Success Stories section on the Cevro website — a dedicated space to showcase how leading iGaming brands are using AI agents to transform support, retention, and operations. This section will grow over time with detailed case studies from operators, platforms, and BPOs who are running Cevro in production across regulated markets.​

To kick things off, we’re excited to share our first in-depth story: iPlay Gaming Platform, a high-volume online casino group operating across the UK, Germany, France, the Netherlands, Australia, Italy, and Spain.

iPlay Gaming Platform: from overwhelmed to 91% AI support automation

iPlay Gaming Platform specializes in marketing and customer support solutions in the iGaming and fintech space, handling 80,000–100,000 live chats every month, plus a significant volume of email. Their human agents were spending most of their time on highly repetitive queries like bonus requests and withdrawal status checks, leaving little bandwidth for complex, high-value player issues.

By implementing Cevro’s AI agents and Bonus API, iPlay went live within weeks and rapidly scaled automation across their stack — including back office, Zoho, and Slack integrations. The result is a support operation that is more efficient, more scalable, and better aligned with player expectations in regulated markets.

Key outcomes from the iPlay + Cevro collaboration

From the first months in production, iPlay has seen measurable, repeatable impact:

• 91% AI support automation across chat, with AI agents resolving the vast majority of well-defined workflows end-to-end.

• Up to 40% manual workload reduction across shifts, allowing the team to reduce headcount while maintaining service levels.

• Team size optimized from 30 to 15 CS agents (in stages), with no negative impact on quality or responsiveness.

• Improved CSAT and operational efficiency, as human agents can now focus on complex cases and VIP-level interactions.

As the iPlay team put it:

“Cevro reduced our manual workload by over 30% across shifts, allowing us to maintain high service standards with a leaner team. It didn't just automate conversations; it transformed our operational efficiency.”

What you’ll find in the new case study

The iPlay story breaks down the full journey, including:

• The challenge: scaling support across 80K–100K monthly chats without hiring endlessly, while improving FRT and CSAT.

• Implementation: a frictionless rollout in weeks, with tight collaboration between iPlay and Cevro’s team, plus integrations into their existing tools.

• Performance: concrete KPIs on automation, manual workload reduction, and team restructuring — all with maintained or improved service levels.

It’s written for operators, platforms, and BPOs who want to see what real, production-grade AI support looks like in iGaming today.

See what Cevro could do for your players

The new Companies page is just the beginning; more customer stories are already in the pipeline. If you’d like to explore what this level of automation and player experience could look like for your brands:​

• Visit the Customer Success Stories hub.​

• Read the full iPlay Gaming Platform case study.

• Or book a demo with our team to see how Cevro can help you make every player feel like a VIP at scale.