Improving Service Quality With AI Driven Complexity Assessment

Conduet’s below the line approach routes issues by complexity, reducing strain on agents and improving resolution times.

Background

In iGaming, service expectations are uniquely unforgiving. Players interact with support in high-stakes moments: striking bets, resolving payment failures, unlocking accounts, or recovering balances. These issues demand fast, empathetic resolution. Yet the majority of inbound volume is made up of low-complexity questions — password resets, bonus clarifications, and FAQs — that slow down queues and consume valuable agent time.

Traditional support models do not differentiate effectively between these two types of demand. Low-value inquiries clog agent pipelines, delaying responses to urgent issues. The result is higher churn risk, unnecessary strain on staff, and inefficient use of resources.

Solution

Conduet introduced an AI-driven “below the line” ticketing system to assess and route every request based on complexity and urgency.

• Automated Resolution: Routine inquiries are resolved instantly through AI, eliminating bottlenecks.

• Targeted Escalation: High-value or complex tickets are automatically flagged and routed to the right human agent without delay.

• Smarter Allocation: Human capacity is preserved for the issues where empathy, creativity, and problem-solving matter most.

• Continuous Learning: The AI model refines triage accuracy over time, ensuring escalations are increasingly precise.

Results

• Faster Resolution of Complex Issues: Players with urgent or sensitive problems received quicker attention, improving satisfaction and trust.

• Higher CSAT: Reduced queue congestion led to measurable improvements in player experience across both automated and human-handled interactions.

• Reduced Agent Strain: By offloading repetitive inquiries, agents were able to focus on higher-value work, improving both performance and morale.

• System Efficiency: Operators achieved a leaner, more balanced support pipeline, reducing waste and aligning resources with player impact.

Why This Matters

The cost of churn in iGaming is disproportionately high given the marketing spend required to acquire each player. Service failures erode not only loyalty but also profitability. By adopting AI-driven complexity assessment, operators ensure their most valuable players receive priority service without sacrificing efficiency. This balance of automation and human support maximizes retention, protects acquisition investment, and sustains brand reputation in a market where switching costs are effectively zero.