Case Studies
SweepNext Casino
90% AI Support Automation & 4.9+ CSATs
90% AI Support Automation & 4.9+ CSATs
Case Studies
NEXT Summit
New York
90% AI Support Automation & 4.9+ CSATs
Key Metrics
90%+ AI Support Automation
90%+ AI Support Automation
71% Reduction in Support Headcount (7 → 2)
71% Reduction in Support Headcount (7 → 2)
4.9+ CSAT Scores
4.9+ CSAT Scores
Reduction in Operational Costs
Reduction in Operational Costs
Company:
SweepNext Casino
Product:
Sweepstakes Casino
Channels:
Chat
Email
The Challenge
SweepNext was fully outsourcing its customer support. Service standards were inconsistent, quality was low, and player satisfaction suffered as a result. Communicating updates, sharing platform knowledge, and aligning the outsourced team on processes was a constant uphill battle.
Sweepstakes platforms operate under a fundamentally different model to traditional betting or casino sites, with dual-currency mechanics, complex redemption processes, and strict eligibility rules that generic customer service providers simply aren't equipped to handle. Finding a solution that offered specific sweepstakes expertise and flexibility to match their needs was non-negotiable.
SweepNext was fully outsourcing its customer support. Service standards were inconsistent, quality was low, and player satisfaction suffered as a result. Communicating updates, sharing platform knowledge, and aligning the outsourced team on processes was a constant uphill battle.
Sweepstakes platforms operate under a fundamentally different model to traditional betting or casino sites, with dual-currency mechanics, complex redemption processes, and strict eligibility rules that generic customer service providers simply aren't equipped to handle. Finding a solution that offered specific sweepstakes expertise and flexibility to match their needs was non-negotiable.
Why Cevro
Generic CS platforms aren't built for sweepstakes, and SweepNext demanded a platform that could be trained with deep, operator-specific knowledge.
SweepNext needed a solution that could absorb the full complexity of their product and operationalise it into consistent, accurate player support. Cevro's proprietary AI Procedure Engine is purpose-built for exactly this: AI agents are configured around the operator's own processes, knowledge base, and compliance requirements.
The ability to build highly specific, process-driven AIPs was the deciding factor for SweepNext. For a sweepstakes operator navigating a market where quality of support directly impacts regulatory trust and player retention, that distinction was everything.
SweepNext needed a solution that could absorb the full complexity of their product and operationalise it into consistent, accurate player support. Cevro's proprietary AI Procedure Engine is purpose-built for exactly this: AI agents are configured around the operator's own processes, knowledge base, and compliance requirements.
The ability to build highly specific, process-driven AIPs was the deciding factor for SweepNext. For a sweepstakes operator navigating a market where quality of support directly impacts regulatory trust and player retention, that distinction was everything.
Performance
91%
91%
AI Support Automation
AI Support Automation
7 → 2
7 → 2
CS Agents
CS Agents
40+
40+
AI Procedures Live
AI Procedures Live
Implementation
The onboarding process was fast and structured. SweepNext began by uploading their existing knowledge base and launched their first AI Procedure within days.
Early on, Sweeps Coin redemption was identified as the highest-priority ticket category: a process-heavy, compliance-sensitive flow that had historically been a pain point. Cevro worked closely with the team to build dedicated AIPs with comprehensive, step-by-step redemption processes that could handle the full range of player queries with precision and consistency.
The onboarding process was fast and structured. SweepNext began by uploading their existing knowledge base and launched their first AI Procedure within days.
Early on, Sweeps Coin redemption was identified as the highest-priority ticket category: a process-heavy, compliance-sensitive flow that had historically been a pain point. Cevro worked closely with the team to build dedicated AIPs with comprehensive, step-by-step redemption processes that could handle the full range of player queries with precision and consistency.
Back Office
Full access to player account data and VIP information, enabling personalised, context-aware responses.
Back Office
Full access to player account data and VIP information, enabling personalised, context-aware responses.
Back Office
Full access to player account data and VIP information, enabling personalised, context-aware responses.
Slack
Real-time escalation alerts and important notifications routed directly to the team, ensuring nothing falls through the cracks.
Slack
Real-time escalation alerts and important notifications routed directly to the team, ensuring nothing falls through the cracks.
Slack
Real-time escalation alerts and important notifications routed directly to the team, ensuring nothing falls through the cracks.
“Our team went from being overwhelmed by repetitive tickets to feeling like they actually make an impact. Cevro didn't just cut costs, it gave our support operation a quality it never had before.”
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.
