Our founder, Chaim Heber, recently joined Surya Palli, host of the iGaming Real Talk Podcast, for a conversation about one of the biggest shifts happening in the industry: how customer experience expectations are changing, and where AI support can create real value for operators.

The discussion focused on a few important themes that are shaping the future of player support. First, support is no longer just a cost centre. For modern iGaming operators, it is becoming a strategic part of the player experience, with direct impact on satisfaction, retention, and operational efficiency.

Another key topic was the balance between speed and quality. AI can help operators respond faster and reduce manual effort, but the real opportunity is to do that without losing the trust, context, and consistency that players expect. In iGaming support, those details matter.

Chaim and Surya also explored how AI can free support teams to focus on higher-value interactions. When repetitive work is handled more efficiently, teams can spend more time on complex cases, player relationships, and the kind of service that makes a real difference.

At Cevro AI, this is exactly the space we care about. We are building AI support that helps operators improve service, efficiency, and player experience at the same time.

Thank you to Surya Palli and the iGaming Real Talk Podcast team for the invitation and the thoughtful conversation.