Playtech teams up with Ada for improved player experience

October 26, 2022
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The conversational AI platform from Ada is expected to improve player onboarding.

Playtech has announced a new partnership with Ada, a company that powers over four billion automated interactions for brands such as Zoom, Meta, Verizon and others.

The two companies plan to improve player onboarding and retention by using Ada's AI platform. Integration with Playtech's monitoring tools and check-ins will be used to promote responsible gaming as well.

The AI platform will use data from Playtech's Information Management System (IMS), BetBuddy and CX platforms such as Zendesk and Salesforce to provide a personalized, contextual experience through the user's lifecycle. 

Ada CEO Mike Murchison said: "We are excited to be launching this partnership with Playtech. 

"Integrating Ada's industry-leading conversational AI and Playtech's award-winning IMS allows Playtech Operators to deliver the VIP customer experiences that players expect, resulting in higher containment rates, an increase in bet rates, and better monitoring for player safety."

Both Playtech and Ada plan to give clients the ability to deliver a VIP experience to every player while, at the same time, reducing the number of agents required to support gamers. 

Playtech SaaS Commercial Partnerships Manager, Mark Jones, added: "Playtech is committed to delivering the tools and technology operators need to present their players with the ultimate gaming experience, and our partnership with Ada ensures a world-class player experience from the initial account setup through to inquiries.

"Providing all customers with a VIP experience is becoming significantly more important, and allows our players to have the very best personalization technology at their fingertips at all times."

Playtech customers are scheduled to go live on the Ada platform worldwide throughout 2023.


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