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The Problem
Contact volume follows the draw schedule and the jackpot. When a jackpot rolls over, first-time players arrive with basic questions, and after the draw everyone asks about results and claims at once. Claim rules change with the prize amount, and the retailers selling your tickets need support of their own.
Lottery
Tickets and results
The agent finds the player’s ticket, confirms the purchase and the draw it is entered in, and checks it against the official results, so players get a definite answer instead of a link to the results page.
Prize claims
Small prizes are credited automatically, while larger ones need a claim, identity checks or a visit to a claim centre. Cevro explains the exact steps for the prize the player won, under your rules.
Retailers
Retailers need help with terminals, ticket paper, sales reports and commissions, often by WhatsApp from the shop counter. The same agent answers retailers from your retailer procedures and passes technical faults to your team.
FAQ
What do lottery players contact customer service about?
Whether a ticket was bought and entered in the right draw, whether it won, how to claim a prize, subscriptions and syndicates, and account or payment problems for online play. Volume peaks around draws and big jackpots.
Can Cevro check whether a ticket won?
Yes. Cevro connects to your ticketing system, finds the player’s ticket and checks it against the official results for that draw.
How does Cevro handle prize claims?
It explains the steps for the amount won under your rules: automatic credit for small prizes, and claim forms, identity checks or a claim centre for larger ones. Payouts on larger prizes stay with your claims team.
Can Cevro support lottery retailers?
Yes. Retailers get answers on terminals, ticket paper, sales reports and commissions, including over WhatsApp, and technical faults are passed to your team with the retailer’s details.
How does Cevro handle draw-night spikes?
The AI agent answers every player at once, 24/7, so a jackpot rollover or a big draw doesn’t create a queue.
Does Cevro work for iLottery and retail lotteries?
Yes, for online ticket sales, subscriptions and retail networks, using the rules and procedures for each channel.
Is player data safe?
Cevro is SOC 2 Type II certified, masks personal data, runs with zero data retention and logs every interaction. Access follows the permissions you set for each team.
How long does it take to set up?
Deployment runs in weeks. Cevro connects to your ticketing, results and helpdesk systems, and reads your game and claim rules, then runs in shadow mode first.
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