Case Studies
iPlay Gaming Platform
91% AI Support Automation
Case Studies
iPlay Gaming Platform
91% AI Support Automation
Key Metrics
91% AI Support Automation
91% AI Support Automation
40% Manual Support Reduction
40% Manual Support Reduction
Improved CSAT Score
Improved CSAT Score
Increased Operational Efficiency
Increased Operational Efficiency
Company:
iPlay Gaming Platform
Core Products:
Marketing and CS Solutions
Industry:
iGaming | Fintech
Main Markets:
UK (70%), Germany, France, Netherlands, Australia, Italy, Spain
Channels:
Chat
Email
“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.”
“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.”
The Challenge
iPlay Gaming Platform specializes in cutting-edge marketing and customer support for online casinos across major regulated markets. Operating 80,000 – 100,000 live chats monthly and a significant volume of email correspondence across UK, Germany, France, Netherlands, Australia, Italy, and Spain, their CS faced a critical bottleneck.
Repetitive queries overwhelmed agents: "Bonus requests" and "withdrawal status" inquiries consumed hours of agent time daily, leaving human agents with no bandwidth for complex player issues requiring empathy, critical thinking, or relationship building.
Key priorities were clear:
Drastically reduce First Response Time (FRT).
Improve Customer Satisfaction and CSAT without sacrificing quality.
Maintain Service Levels while handling growing player volume.
The operational reality was stark: a high-volume, multi-market operator needed instant scalability without hiring more agents or compromising the player experience. This is where Cevro AI came in to make a quick and lasting impact.
iPlay Gaming Platform specializes in cutting-edge marketing and customer support for online casinos across major regulated markets. Operating 80,000 – 100,000 live chats monthly and a significant volume of email correspondence across UK, Germany, France, Netherlands, Australia, Italy, and Spain, their CS faced a critical bottleneck.
Repetitive queries overwhelmed agents: "Bonus requests" and "withdrawal status" inquiries consumed hours of agent time daily, leaving human agents with no bandwidth for complex player issues requiring empathy, critical thinking, or relationship building.
Key priorities were clear:
Drastically reduce First Response Time (FRT).
Improve Customer Satisfaction and CSAT without sacrificing quality.
Maintain Service Levels while handling growing player volume.
The operational reality was stark: a high-volume, multi-market operator needed instant scalability without hiring more agents or compromising the player experience. This is where Cevro AI came in to make a quick and lasting impact.
“The collaboration with the Cevro team has been exceptional; every question, feature request, or technical issue was addressed with impressive speed.”
Implementation
iPlay went live with Cevro within weeks, rapidly scaling further with Bonus API integration. The collaboration was smoothm with every technical question, feature request and issue quickly resolved by the Cevro team.
This frictionless implementation connected seamlessly to their iGaming stack, automation high-volume support operations, while maintaining full control and quality oversight.
iPlay went live with Cevro within weeks, rapidly scaling further with Bonus API integration. The collaboration was smoothm with every technical question, feature request and issue quickly resolved by the Cevro team.
This frictionless implementation connected seamlessly to their iGaming stack, automation high-volume support operations, while maintaining full control and quality oversight.
Back Office
Real-time account updates, bonuses, KYC, payments.
Back Office
Real-time account updates, bonuses, KYC, payments.
Back Office
Real-time account updates, bonuses, KYC, payments.
Slack
Real-time reports, metrics on demand, management oversight.
Slack
Real-time reports, metrics on demand, management oversight.
Slack
Real-time reports, metrics on demand, management oversight.
Zoho
Omnichannel chat/email support with seamless human escalation.
Zoho
Omnichannel chat/email support with seamless human escalation.
Zoho
Omnichannel chat/email support with seamless human escalation.
Performance
91%
91%
AI Support Automation
AI Support Automation
30 → 15
30 → 15
CS Agents
CS Agents
40%
40%
Manual Support Reduction
Manual Support Reduction
Ready to make every player feel like a VIP at scale?
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.
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.
90% Automation. VIP-Level Support
Bonuses, KYC, Payments, RG.
CSAT & NPS 4.8 / 5.0
Conversational AI that matches player personality.
CSAT & NPS 4.8 / 5.0
AI that matches player personality.
Immediate ROI
3x Reduction in costs & headcount.
Immediate ROI
3x Reduction in costs & headcount.
Boost in Player Retention
Highly personalized communication.
Boost in Player Retention
Highly personalized communication.
Enterprise Ready
Built for highly regulated operators.
Enterprise Ready
Built for highly regulated operators.
Trusted by brands who put player experience first.
Trusted by brands who put player experience first.
