From harm risk to churn risk: How to save a player
A range of risks are hiding in player communications data. Can operators leverage it to prevent churn, unsafe gambling behaviour and enforcement action?
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The jobs, and fortunes, of many operators rest on protecting and retaining legitimate players – while shielding themselves from enforcement action. Neglecting either responsibility is costly.
What if you could get warning signs for both by monitoring player communications?
With player interactions having moved to messaging, chat and email, a range of risks are lurking in player comms like live chats and support agent interactions.
By correctly analysing the data, it may be possible to reduce risk, ticking compliance checklists while saving legitimate players from harms – and churn.
In this webinar, iGB convenes a multifaceted panel of leading voices to explore and discuss the valuable trove of information hiding in player communications.
We critically examine the opportunity this presents for operators, where responsibility lies for compliance, what the potential risks are, and consider actionable takeaways on what to do with this knowledge.
Moderator Brendan Bussmann, Managing Partner at B Global Advisors, is joined by:
- Richard Taylor, Director of Responsible Gambling, BetMGM
- Jonathan Michaels, consultant & former VP of Strategic Alliances, AGA
- Phil Chatterton, VP of Sales and Partnerships, Comm100
- Kate Spilde, Associate Professor, San Diego State University
- Chad Weiss, AI Architect, Comm100
On the agenda:
- The opportunities – and risks – involved in deploying technology to identify harm and aid prevention
- What we actually mean by the ‘risks hiding in player conversations’
- Whether regulators expect operators to proactively intervene in player communications, and what evidence they look for in harm prevention
- How the role of customer support and customer service functions is changing
- How to balance the human element with new technology (without affecting the player experience)