Case Studies
Case Studies
Alpha Affiliates
Alpha Affiliates
Alpha Affiliates
80%+ AI Support Automation
80%+ AI Support Automation
Case Studies
Alpha Affiliates
Alpha Affiliates
Alpha Affiliates
80%+ AI Support Automation
81%
81%
AI Support Automation
AI Support Automation
4.8+
4.8+
Consistent CSATs
Consistent CSATs
Zero
Zero
New hires despite growth
New hires despite growth
Key Metrics
80%+ AI Support Automation
80%+ AI Support Automation
4.8+ CSAT Scores
4.8+ CSAT Scores
Business growth without new human agent hiring
Business growth without new human agent hiring
Reduction in Operational Costs
Reduction in Operational Costs
Company:
Alpha Affiliates
Product:
Tier 1 iGaming operator
Support Channels:
Chat
Email
About Alpha Affiliates
Alpha Affiliates is a Tier 1 iGaming operator managing multiple brands across several international markets. Operating in a highly competitive and regulated environment, the company holds itself to strict standards across service quality, security, compliance, and player experience. With a large-scale support operation serving players across multiple languages and time zones, Alpha Affiliates runs the kind of complex, high-volume environment where consistency and efficiency aren't optional – they're existential.
Alpha Affiliates is a Tier 1 iGaming operator managing multiple brands across several international markets. Operating in a highly competitive and regulated environment, the company holds itself to strict standards across service quality, security, compliance, and player experience. With a large-scale support operation serving players across multiple languages and time zones, Alpha Affiliates runs the kind of complex, high-volume environment where consistency and efficiency aren't optional – they're existential.
The Challenge
Running customer support across multiple brands means agents constantly switching between different communication styles, brand voices, languages, and operational rules – often within the same shift. This context-switching created measurable inefficiencies: slower response times, inconsistent player experiences, and a growing cognitive load on support staff.
The natural response to this kind of complexity is to hire more people. But more headcount means more cost, more onboarding, and more room for inconsistency. Alpha Affiliates needed a smarter path forward.
Running customer support across multiple brands means agents constantly switching between different communication styles, brand voices, languages, and operational rules – often within the same shift. This context-switching created measurable inefficiencies: slower response times, inconsistent player experiences, and a growing cognitive load on support staff.
The natural response to this kind of complexity is to hire more people. But more headcount means more cost, more onboarding, and more room for inconsistency. Alpha Affiliates needed a smarter path forward.
Alpha Affiliates defined three non-negotiable business objectives:
Alpha Affiliates defined three non-negotiable business objectives:
Alpha Affiliates defined three non-negotiable business objectives:
Reduce First Response Time (FRT) – players waiting is a competitive liability in iGaming, where alternatives are one click away.
Reduce First Response Time (FRT) – players waiting is a competitive liability in iGaming, where alternatives are one click away.
Increase in CSAT – not just by being faster, but by being more consistent and accurate across every brand and language.
Increase in CSAT – not just by being faster, but by being more consistent and accurate across every brand and language.
Scale across brands and markets without letting service quality slip, and without letting operational costs spiral.
Scale across brands and markets without letting service quality slip, and without letting operational costs spiral.
Why Cevro
Alpha Affiliates was looking for an iGaming-native solution, with know-how and the AI engine to multi-brand complexity at scale.
100% iGaming Native
Unlike most solutions in the market, Cevro is built natively for this industry.
Ability to handle multi-brand complexity natively
Without forcing a single, generic support flow across all brands
Distinct workflows, tone, and logic per brand
Cevro allowed Alpha Affiliates to configure distinct AI workflows, in a single platform.
Cevro team's responsiveness and proactivity
Having a partner that was consistently available and solution-oriented.
Implementation
Cevro integrated directly with Alpha Affiliates' existing LiveChat platform, ensuring continuity within their support infrastructure without requiring a systems overhaul. Project milestones were met on schedule, and the transition caused no measurable disruption to live operations.
The Cevro team was described as consistently responsive and proactive — quick to address questions, suggest refinements, and course-correct when needed.
Cevro integrated directly with Alpha Affiliates' existing LiveChat platform, ensuring continuity within their support infrastructure without requiring a systems overhaul. Project milestones were met on schedule, and the transition caused no measurable disruption to live operations.
The Cevro team was described as consistently responsive and proactive — quick to address questions, suggest refinements, and course-correct when needed.
81%
AI Support Automation
AI Support Automation
AI Support Automation
Since going live with Cevro, 81% of all incoming inquiries are now fully or partially handled by AI – across multiple brands and multiple languages, simultaneously. This level of automation has allowed Alpha Affiliates to maintain CSAT targets without growing the team.
Since going live with Cevro, 81% of all incoming inquiries are now fully or partially handled by AI – across multiple brands and multiple languages, simultaneously. This level of automation has allowed Alpha Affiliates to maintain CSAT targets without growing the team.
4.8+
CSAT Scores
CSAT Scores
CSAT Scores
CSAT improved by 2–3 percentage points, a meaningful gain in an environment where scores are also influenced by external factors like platform issues, payment delays, and seasonal spikes that have nothing to do with support quality.
CSAT improved by 2–3 percentage points, a meaningful gain in an environment where scores are also influenced by external factors like platform issues, payment delays, and seasonal spikes that have nothing to do with support quality.
Zero
New Hires
New Hires
New Hires
Zero new hires were needed to absorb the surge, when Alpha Affiliates onboarded two new brands simultaneously, generating an additional 6,300 chats in a single month. Under their previous model, this volume increase would have triggered an immediate recruitment cycle.
Zero new hires were needed to absorb the surge, when Alpha Affiliates onboarded two new brands simultaneously, generating an additional 6,300 chats in a single month. Under their previous model, this volume increase would have triggered an immediate recruitment cycle.
"We've seen a dramatic improvement in how we manage player support across multiple brands and languages. AI now handles over 80% of inquiries, allowing our team to maintain high CSAT levels without increasing headcount, even during peak periods. This has freed agents to focus on complex escalations while ensuring faster, more consistent responses for players."
"We've seen a dramatic improvement in how we manage player support across multiple brands and languages. AI now handles over 80% of inquiries, allowing our team to maintain high CSAT levels without increasing headcount, even during peak periods. This has freed agents to focus on complex escalations while ensuring faster, more consistent responses for players."
Ready to make every player feel like a VIP at scale?
Ready to make every player feel like a VIP at scale?
Book a demo with our team to see how Cevro can help you deliver the best AI support experience for your players.
90% Automation with VIP-Level Support
Bonuses, KYC, payments, RG end-to-end.
CSAT & NPS 4.8 / 5.0
Conversational AI that matches player personality.
Immediate ROI
3x Reduction in costs & headcount.
Boost in Player Retention
Highly personalized communication.
Enterprise Ready
Built for highly regulated operators.
Trusted by brands who put player experience first.
Trusted by brands who put player experience first.
