Webinar Recording

Player Support That Wins: Retention, Compliance, and the AI Advantage in Gaming

Chapters

0:00 – Introduction

7:43 – The Retention Investment Gap

41:20 – The Responsible Gambling Technology Deficit

48:15 – The AI Solution Architecture

1:01:16 – Conclusion

Comm100 and SBC Media have conducted three industry surveys that reveal a striking contradiction: customer support is simultaneously the most strategically important and least invested in function at iGaming operators.

Our research uncovered that while support ranks dead last in budget priorities—with only 5% of operators naming it their top spending area; it’s also the last thing they’d cut when budgets tighten. Operators clearly understand its value. They just haven’t capitalised on it yet creating an extraordinary opportunity for differentiation in an increasingly competitive market.

What we’ll discuss

The Retention Investment Gap: Why operators are pouring money into acquisition channels while overlooking the retention lever that’s sitting right in front of them—and how the smartest operators are reframing support as a revenue center rather than a cost center.
The Responsible Gambling Technology Deficit: How 100% of operators train their agents on RG protocols, yet 55% cite “limited integration with RG systems” as their biggest challenge. We’ll discuss what it takes to move from reactive manual monitoring to AI-powered early intervention systems.
The AI Solution Architecture: Practical insights on implementing triggered workflows, behavioural flagging, and AI-assisted agent guidance that amplify human judgment without replacing it. We’ll look at real ROI examples from operators who’ve closed the technology gap.