Comm100 to preview responsible gambling solution at iGB L!VE
Comm100, a global provider of AI-powered customer engagement solutions, will preview its new responsible gambling solution at booth N20 during iGB L!VE London, giving operators an early look at a new approach to identifying, engaging and supporting players showing markers of harm across a range of digital support channels. This is the first time operators can access conversations to improve assessment and detection of potential problem gambling.
In a recent Comm100 / SBC Media operator survey, 55.2% of operators cited limited integration between their support channels and responsible gambling systems as their biggest challenge.
Comm100’s solution, currently being developed with leading responsible gambling experts and industry partners, is designed to help operators move beyond retrospective analysis and static rule-based monitoring. Comm100 Responsible Gambling AI monitors support conversations for behavioural and language-based indicators that may point to risk, distress, loss of control, affordability concerns or requests for help. When potential markers are identified, the system can trigger real-time escalation, guided intervention workflows, human handoff and post-interaction reporting.
“Responsible gambling technology has to evolve from passive monitoring to real-time action,” said Phil Chatterton, VP of sales and partnerships at Comm100. “Operators already have access to player conversations, but too much of that intelligence sits unused inside support interactions. Our goal is to help operators identify risk earlier, engage players more intelligently and create a clearer audit trail around what was detected, what action was taken and how the player was supported.”
While full product details will be released in August 2026, the iGB L!VE preview will include a look at capabilities such as:
- Omnichannel coverage: real-time monitoring of player conversations across digital engagement channels
- Markers of Harm: real-time AI detection of risk signals such as unusual spend, high or escalating frequency of play, and late-night play, using predefined markers that ship ready to use alongside custom markers operators define for their own safer-gambling strategy
- Live Monitoring: automatic notifications, emails, welfare checks, chat transfers, and manager escalations, triggered on operator-defined conditions so the right person is alerted at the right moment
- AI Copilot: in-the-moment agent guidance, including empathetic suggested responses matched to the player’s tone, the right safer-gambling tools to offer, and escalation prompts designed to support human judgment, not replace it
- Quality Assurance: Scalable review of conversations against an operator’s RG guidelines, surfacing missed escalation opportunities and turning frontline interactions into coaching material
- Dashboard, Reporting & Audit Trail: a single view of markers detected, at-risk players, team compliance scores and notifications, with case-level records that can be reconstructed on demand and retention configurable to jurisdictional requirements
- Integrations: signal sharing with dedicated compliance platforms, enriched with payment and risk data through standardised fields. Responsible Gambling AI strengthens an operator’s existing control environment rather than replacing it.
The solution will support operator obligations across regulated markets, including teams working under UKGC, AGCO / iGaming Ontario, MGA and EGBA standards. The platform meets enterprise security and privacy standards including SOC 2, ISO 27001, PCI DSS, GDPR and PIPEDA, with configurable data retention to support record-keeping requirements.