Golden Whale, a leading provider of machine learning-driven optimisation and decision intelligence, has entered into a strategic partnership with Cevro, an AI-powered platform specializing in automated player interactions.
This collaboration aims to transform how iGaming operators manage support and operational workflows by introducing a new level of data-driven precision to player-facing communications.
Advanced Decisioning via Full Model Control
At the heart of this integration is Golden Whale’s Full Model Control framework. This system utilizes advanced ML models to continuously analyze live player behavioral data in real-time. By doing so, it provides operators with deep insights into:
- Player Value: Accurately assessing the long-term worth of individual users.
- Churn Probability: Identifying players at risk of leaving the platform before they do.
- Behavioral Intent: Understanding the underlying motives behind player actions.
These sophisticated data signals are then actioned through Cevro’s AI agents. This allows operators to guide responses across multiple channels, including chat, email, and helpdesk, with significantly greater accuracy. Voice capabilities are also scheduled for future implementation.
Proactive Engagement Strategies
The Cevro platform automates a wide array of critical processes, such as bonus queries, KYC checks, payment communications, and responsible gaming workflows. By infusing these touchpoints with Golden Whale’s decision intelligence, operators can shift from reactive support to proactive, context-aware engagement.
Eberhard Dürrschmid, CEO at Golden Whale, emphasized the efficiency gains:
“Operators are managing an increasing number of player communications across different touchpoints, and many of those processes are still handled in a reactive or manual way. By working with Cevro’s AI agents, we can connect our decision intelligence directly into these communication workflows, enabling operators to respond more precisely and consistently, while also reducing the complexity of managing these interactions at scale.”
Chaim Heber, CEO at Cevro, added that the partnership allows AI agents to use deeper behavioral signals to guide responses, improving both resolution efficiency and long-term player value.
