Online AI
Players represent immense lifetime value, yet loyalty has never been more fragile. Switching platforms takes seconds, and product features now blur from one operator to the next. As differentiation fades, player support has become the most powerful way for operators to stand out.
AI has become the latest quick fix in gaming support. Broad CX platforms market their AI as revolutionary, but their tools aren’t built for the complexity of player interactions, and the results show it.
These systems handle surface-level FAQs but fail to resolve the issues that matter most. More than 80 percent of inquiries are account-specific—locked accounts, promotions, payment verification, etc. Resolving them requires integration with the player account management (PAM) system and an understanding of gaming-specific rules, promotions and compliance logic, which are areas that generic tools were never designed for. Without that foundation, tickets pile up, costs stay high and promised efficiencies never materialize. Closing that gap requires technology built for gaming’s complexity.
That’s where gameLM comes in. Designed for sportsbooks and iGaming, it integrates directly with PAMs and operator workflows to deliver real resolutions by automating 80 percent-plus of tickets and lowering CX costs by more than 60 percent. In a rollout with a leading North American operator across 40,000 tickets, player satisfaction reached 90 percent, retention improved significantly and player wait times were reduced by more than 50 percent.
This is scalable automation in action: lower costs, happier players and a support model built for growth.
GameLM is built around two complementary modules:
• gameLM AI Agent fully automates account-level tickets, giving players instant, accurate resolutions, clearing queues in seconds.
• gameLM CoPilot empowers agents with real-time account data, suggested responses and automated workflows that reduce handle times, improve accuracy and ensure consistent outcomes.
GameLM understands the language, rules and compliance requirements of gaming. It interprets complex promotions, jurisdictional restrictions and operator-specific conditions with precision. Because it runs on CX platforms like Salesforce and Zendesk, operators gain gaming-specific automation without disrupting existing workflows or the player experience.
These results mark only the start. GameLM is expanding across the player life cycle to power Payments & Fraud and reactivation, giving operators new levers to boost efficiency, protect revenue and strengthen player engagement.
For more information, visit conduet.com.
