Playtech Taps Conversational AI Expert Ada to Provide Improved Player Experience

The partnership will leverage Ada’s proven conversational AI platform to improve player onboarding, retention, responsible gaming, and provide more personalized experiences

Ada, the customer-focused conversational AI leader, today announced it has partnered with Playtech, the world’s leading gambling technology company, as its exclusive SaaS partner for chat automation solutions. This partnership will deliver an improved and highly personalized AI-powered gamer experience, including integration with Playtech’s proactive monitoring tools and check-ins designed to promote responsible gaming.

Ada’s powerfully simple conversational AI platform will leverage data from Playtech’s Information Management System (IMS), BetBuddy, and CX platforms like Zendesk and Salesforce to provide a highly personalized, contextual experience throughout the lifecycle of the gamer journey.

With gaming operators across the world entering new markets and growing existing ones, Ada’s solution will give Playtech customers the ability to deliver a VIP experience to every player while reducing the number of agents required to support their gamers.

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“We are excited to be launching this partnership with Playtech,” said Mike Murchison, Chief Executive Officer at Ada. “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.”

Together with Playtech, Ada will enable Playtech operators to drive operational efficiency through automation, from frictionless onboarding to scaling proactive support, and by promoting responsible gaming through the integration of proactive monitoring tools and check-ins, the entire customer journey will be uplifted.

“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,” said Mark Jones, SaaS Commercial Partnerships at Playtech. “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.”

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