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The report’s authors noted that VIP managers “are not asking to be replaced” but desire tools that assist by triaging and pointing out priority players, while humans maintain relationship control and make final decisions.
Respondents identified several priorities for improving VIP operations. These included an integrated system combining player data, communication history and task management.
Respondents also requested structured and consistent guidelines with key performance indicators aligned to relationship outcomes. Real-time, detailed data alongside predictive behavioural signals also came up as a frequent answer.
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That study found that AI adoption across the gambling industry remained uneven. It highlighted customer support, data analytics, fraud detection, and responsible gaming as areas where the technology was already being heavily used.
However, it also found that formal governance of AI was struggling to keep pace with its growing usage. Only a minority of organizations surveyed reported having a formal AI strategy or roadmap. Many said one remained in development.
The MGA also found that only a small number of respondents had fully established AI risk assessment processes or incident-response plans.
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Playtech CEO Mor Weizer on Thursday said the supplier was expecting to launch in Brazil early next year despite political uncertainty impacting its deal with Caixa.
In 2025, Playtech agreed a partnership to provide a platform for the launch of Brazilian state-owned bank Caixa’s betting operations.
Weizer previously said the Caixa tender could be “one of the most significant opportunities for Playtech for the coming years”.
