Trusted by 100+ iGaming brands
The Problem
Your helpdesk tells you how many tickets came in and how fast they were closed. It can’t tell you that withdrawal complaints from Brazilian VIPs doubled after a payment provider change, or that one bonus is behind a third of your negative CSAT. Manual tagging is inconsistent and QA teams review only a small sample of conversations, so the answers arrive weeks late, if at all.
Cevro Insights
Contact drivers
Cevro groups every conversation by what the player actually needed: withdrawal delays, bonus wagering, KYC rejections, login problems and hundreds more, with no manual tagging. Drill from any driver to the conversations behind it, by market, brand, VIP tier and channel.
Sentiment
Each conversation is scored for sentiment and for signals that a player may leave. Insights shows which drivers push sentiment down, which players are at risk and what they said, so retention and VIP teams act on the reason, not just a score.
Automated QA
Every conversation, handled by AI or by a person, is scored against your QA scorecard: accuracy, tone, procedure followed and compliance wording. Your QA team reviews the ones that failed instead of a random sample, and coaching points to real examples.
FAQ
What is contact driver analysis?
Contact driver analysis groups support conversations by the reason the customer got in touch, such as a delayed withdrawal or a rejected document, so you can see which issues drive the most volume, cost and dissatisfaction. Cevro does this automatically on every conversation, without manual tagging.
How does Cevro Insights measure sentiment?
Each conversation is scored for sentiment from what the player writes, from start to finish, so you can see whether it improved or got worse. Scores roll up by contact driver, market, brand and VIP tier.
What is automated QA in customer support?
Automated QA scores conversations against a quality scorecard using AI instead of a person reading a sample. Cevro applies your scorecard to every conversation, including those handled by human agents, and sends the failures to your QA team.
Does Insights only work with Cevro’s AI agent?
No. Insights reads conversations from your helpdesk whether they were handled by Cevro, your own agents or a BPO, so you get one view of the whole operation.
How is this different from helpdesk reporting?
Helpdesk reports count tickets and times. Insights explains the reasons behind them: which drivers are growing, how players feel about them and where the quality problems are, with the conversations to show it.
Can I ask Insights questions in plain language?
Yes, through Cevro Scribe. Ask a question like “Why did VIP deposits drop in September?” in Cevro, Slack, Claude or ChatGPT and get an answer with the conversations behind it.
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 helpdesk and platform and reads your conversation history, and the first contact driver and sentiment reports are ready as soon as the history is processed.
Book a demo