Cevro Founder and CEO Chaim Heber shared insights at SiGMA Europe 2025 in Rome, exploring how AI is reshaping player experience and day-to-day operations for iGaming operators. Instead of relying solely on generic chatbots and helpdesk systems, Cevro provide AI agents that can truly understand intent, take real action in backoffice systems, and respond with the empathy and nuance expected from a top-tier VIP team.
In the conversation, Chaim explains that the goal is not just faster responses, but delivering VIP level treatment to every player, at any time, with reduced headcount. By blending human-like conversations with deep operational integrations, Cevro AI enables operators to offer the kind of personalized, premium experience once reserved for a small fraction of high-value players.
Interview Highlights
How does the audience feel about AI agents?
Chaim Heber: "Here's a quick example. We actually see cases where players ask for the Instagram of the AI agents, because the AI agents sound so human and they're doing such a great job at actually giving support, that they're like becoming friends of the players."
How ready is iGaming to adopt AI agents?
Chaim Heber: "Well, I think that more and more operators are realizing that delivering VIP level experience to all players is something that's very important. You don't want to put a chatbot between a player and the brand, right? You want to actually give them support and resolve their situations in a timely and effective manner."
Why do operators need AI agents?
Chaim Heber: "It actually affects retention for the positive. Because scaling VIP level support either takes tremendous headcount, or you put in a chatbot, which doesn't feel good for the player. Delivering something that actually feels human and does an amazing job as like your best employees, but for everybody, that's something that actually directly affects the retention of the player."
What matters to players now?
Chaim Heber: "I think that there's a lot of options for players, right? Delivering them an experience that makes them feel special, that makes them feel remembered and important, is something that keeps the player at this casino. So if they have a problem with the deposit or if they actually ask for a bonus, giving them some generic response or some chat up feeling, makes them want to leave, but giving them a very personalized experience using AI, it keeps them, and I think that's what's very important."
What can AI agents do better than human support?
Chaim Heber: "In some cases, the sort of more repetitive work. The tedious work from the support agents that they have to respond to questions under pressure, which is actually a very hard job, Cevro AI replaces that part of the work. What we see is that a lot of agents get upskilled and they start becoming managers and decision makers instead of actually having to communicate back and forth with the players."
What's the biggest misconception about AI?
Chaim Heber: "I think that a big misconception, well, number one is that AI doesn't have to be robotic. AI doesn't have to be losing quality. In fact, it's supposed to be the exact opposite. It can deliver to more players an experience that was previously only possible to the select few. And that's what's really, really awesome about this technology."
Why Choose Cevro AI
Cevro AI delivers AI agents tailored for iGaming that provide VIP level experience to every player, slashing support costs while boosting retention and CSAT through human-like interactions and deep operational integrations.
Operators trust Cevro AI to handle repetitive tasks, ensure compliance, and empower human teams for high-value work, turning support into a growth engine.
Schedule a demo today to see how Cevro AI can scale elite service across your platform without the headcount explosion.
