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Betsson Group Bets on Ada as its Official Automated Customer Experience Partner

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Betsson Group Bets on Ada as its Official Automated Customer Experience PartnerReading Time: 2 minutes

 

Betsson Group strengthens its award-winning customer service with Ada’s instant, multilingual support

 

Betsson Group, a global leader in online gambling, officially announced its partnership with Ada, the market leader in automated customer experience (ACX). Using Ada’s AI-powered platform, Betsson Group has built and launched three chatbots that speak eight languages to provide its 600,000+ active customers with 24/7 engagement across the brand’s top websites including Betsson, Betsafe and NordicBet.

This investment in automation reflects Betsson’s commitment to strengthening its award-winning customer experience through digital transformation for customer convenience, while empowering its service agents to take on more complex inquiries that drive customer value. By introducing Ada as a key component of its customer service offering, the partnership allows Betsson Group to elevate their quality of self-serve support by providing always-on, instant support that reduces customer time and effort to get the information and answers they need, anytime they need it.

“At Betsson, we’re focused on creating the best possible experience for our customers, and that means the tools we use need to be powerful and flexible enough to match our vision,” said Jesper Svensson, CEO of Betsson Operations. “By implementing Ada’s AI-powered automation, our customers can now trust that support is available anytime they need it, in their first language.”

With Ada’s easy-to-use platform, Betsson Group’s customer service team has been able to:

  • Build and launch each chatbot in less than a month;
  • Integrate with Betsson Group’s existing live chat provider to provide automated answers in seconds; and
  • Provide a seamless contextual handoff from chatbot to live human when requested

The partnership is a landmark implementation for Ada as well. “Betsson Group is consistently honoured with top industry awards that recognize its commitment to driving customer service excellence,” said Mike Murchison, CEO of Ada. “We are proud to work with Betsson to ensure the automated experience matches and enhances the high-quality, award-winning support their customers have come to expect.” Betsson Group has won several prestigious awards within the industry including ‘Customer Service Operator of the Year’ for the fourth consecutive year at the EGR Nordic Awards 2019, and the ‘Socially Responsible Operator of the Year’ at the International Gaming Awards 2019.

About Betsson Group:

With 17 brands, including Betsafe.com, Betsson.com, NordicBet.com and CasinoEuro, offering Sportsbook, Casino and other games, Betsson Group is one of the world’s largest gaming groups, at the heart of entertainment for over five decades. The company’s vision is to provide the best customer experience in the industry – listening to, and learning from, its customers, and then exceeding their expectations. Betsson Group has won several prestigious awards within the industry with the latest being the ‘Customer Service Operator of the Year’ for the fourth consecutive year at the EGR Nordic Awards 2019 and the ‘Socially Responsible Operator of the Year’ at the International Gaming Awards 2019. Betsson Group is wholly owned by Betsson AB – listed on Nasdaq Stockholm Large Cap.

About Ada:

As the market leader in Automated Customer Experience (ACX), Ada personalizes engagement across the customer journey by putting the power of AI in the hands of the people who know your business best. Ada makes it simple for non-technical teams to build an automated, enterprise-class chatbot that saves time, reduces costs, and improves engagement.

Headquartered in Toronto, Ada enables clients around the world, like TELUS, Square, and Air Asia, to provide their customers with 24/7 personalized support in more than 100 languages.


Source: Latest News on European Gaming Media Network
This is a Syndicated News piece. Photo credits or photo sources can be found on the source article: Betsson Group Bets on Ada as its Official Automated Customer Experience Partner

George Miller (Gyorgy Molnar) started his career in content marketing and has started working as an Editor/Content Manager for our company in 2016. George has acquired many experiences when it comes to interviews and newsworthy content becoming Head of Content in 2017. He is responsible for the news being shared on multiple websites that are part of the European Gaming Media Network.

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From ‘Mummyverse’ to Crash Games: Belatra Reviews a Landmark 2025

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Editor’s Take

Why this matters: Belatra has been a steady hand in the slots world for a long time, but 2025 marked a distinct shift in strategy. By entering the Crash vertical with Goose Boom Bang and winning big at SiGMA Africa, the studio is clearly pivoting to capture the high-growth, high-frequency players in emerging markets. They are no longer just a “classic slots” developer; they are diversifying the portfolio to ensure relevance in regions like LatAm and Africa.

The Full Story

Belatra Games, the specialist online slots developer, has issued a strategic review of its 2025 operations, celebrating a 12-month period defined by entry into new game verticals, significant franchise expansion, and high-profile industry recognition.

The year was characterized by a dual strategy: deepening engagement in established markets while aggressively expanding its content portfolio to suit local preferences in emerging territories.

Portfolio Evolution: Crash and Battles 2025 saw Belatra move beyond its traditional slot roots. The company made its debut in the high-demand Crash game vertical with the launch of Goose Boom Bang, a title designed to tap into the fast-paced gameplay preference of younger demographics.

Additionally, the studio introduced a fresh game concept with the launch of Battles, a new format unveiled for the first time in 2025, with further development planned for 2026.

The ‘Mummyverse’ Expands For fans of classic slots, the highlight of the year was the aggressive expansion of the Mummyverse. Belatra nearly doubled the size of this franchise over the year, making it the most extensive game universe in their entire catalog.

The developer also focused on B2B localization, releasing a number of exclusive bespoke games created specifically for selected operator partners to meet specific local market tastes.

Awards and Recognition The company’s strategic shifts were validated by industry accolades. Belatra secured over 30 nominations throughout the year, with standout wins including:

  • Best Slot Provider (awarded by BitStarz).

  • Most Played Game of 2025 for Make It Gold at the SiGMA Africa Awards.

  • Player’s Pick Award.

Management Commentary Misha Voinich, Head of Business Development at Belatra, commented on the studio’s momentum:

“This year has truly defined who we are as a studio – ambitious, creative and focused on building long-term partnerships. We’ve expanded our universes, launched new ones and entered exciting new markets that will all help us carry this momentum into the New Year.”

The post From ‘Mummyverse’ to Crash Games: Belatra Reviews a Landmark 2025 appeared first on Gaming and Gambling Industry Newsroom.

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‘Chaos and Soul’: Ebaka Games Plots Global Expansion After Viral Launch

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Editor’s Take

Why this matters: The “Instant Game” vertical (Crash, Plinko, Mines) is becoming crowded, but Ebaka Games is cutting through the noise with a distinct brand personality. By securing BMM Testlabs certification so quickly after launch, they are signaling to Tier 1 operators that despite their “chaotic” marketing vibe, the math underneath is solid and compliant. The backing of industry veteran Dmitry Belianin also adds immediate commercial credibility to the startup.

The Full Story

Ebaka Games, the fledgling studio that promises to bring “chaos and soul” to the iGaming sector, has outlined an aggressive growth strategy for 2026 following a landmark launch period in late 2025.

The studio, which officially debuted in November, reports that its initial rollout reached more than five million people worldwide. The launch saw its portfolio go live with the operator Menace, serving as the initial testbed for its mechanics and “Ebaka modes.”

The Product: Instant Games with Personality Ebaka is bypassing traditional slots to focus on the high-growth vertical of fast-paced, instant-win games. Their initial lineup includes:

  • Plinko

  • Mines

  • Tower

  • Limbo

  • Crash

Differentiation is achieved through unique mascots and signature gameplay tweaks designed to offer high win potential and distinct visual identities, moving away from the generic interfaces often found in this genre.

Regulatory Milestone Crucially for its 2026 roadmap, Ebaka Games has confirmed it has secured certification from BMM Testlabs. This accreditation validates the fairness and integrity of its RNG (Random Number Generator) and game engines, removing a major barrier to entry for regulated markets. With this certification in hand, the studio plans to launch with a number of “major brands” in the coming year.

Management Commentary Vitalii Zalievskyi, CEO of Ebaka Games, commented on the studio’s unorthodox approach:

“It’s only been a few weeks since we first introduced Ebaka Games to the world. The feedback has been breathtaking, and it vindicates the decision for us to take a different path to the rest of the industry. You don’t need huge marketing budgets to grab people’s attention if you are building something truly innovative.”

Industry Backing The studio describes itself as being “created by players for players” but boasts significant industry firepower in its corner. The team includes Dmitry Belianin, a well-known figure in the sector who is the co-founder of Blask and Menace, as well as Managing Partner at Already Media.

The post ‘Chaos and Soul’: Ebaka Games Plots Global Expansion After Viral Launch appeared first on Gaming and Gambling Industry Newsroom.

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Racing Meets Nightlife: SBK Backs ARC’s New ‘Friday Night Live’ Series

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Editor’s Take

Why this matters: British racing has a well-documented demographic problem; its core audience is aging. “Friday Night Live” is a direct attempt to fix this by blending high-stakes racing with the “experience economy” (DJs, nightlife vibes) that appeals to Gen Z and Millennials. Bringing SBK on board—a mobile-first, app-only sportsbook—is a perfect demographic fit, while the Racing Post adds the necessary credibility to ensure the actual racing product remains the focus.

The Full Story

Arena Racing Company (ARC) has unveiled the strategic commercial lineup for its upcoming Friday Night Live series, confirming SBK as the Exclusive Betting Partner and The Racing Post as the Official Media Partner.

Set to launch in January 2026, Friday Night Live is a new initiative created in collaboration with youth-focused events company INVADES. The series is designed to overhaul the traditional race day experience, featuring fast-paced fixtures under floodlights, DJ sets, and significant entertainment elements sandwiched between races.

The Commercial Deal

  • SBK: As the exclusive betting partner, the Smarkets-owned sportsbook will take naming rights and on-course branding for all 35 races. Crucially, these races will be broadcast live on mainstream television via ITV Racing as well as Sky Sports Research.

  • The Racing Post: As the Official Media Partner, the publication will provide content, coverage, and promotion across its digital platforms, aiming to bridge the gap between established racing purists and the new audience ARC hopes to attract.

A High-Stakes Experiment The series is not just a marketing exercise; it carries serious sporting weight. Each of the five scheduled nights will feature over £200,000 in prize money. The fixtures will rotate across three of ARC’s all-weather tracks: Wolverhampton, Newcastle, and Southwell.

Management Commentary David Leyden Dunbar, Group Director of Commercial Strategy at ARC, was clear about the target audience:

“We have been very clear that one of the aims of Friday Night Live is to engage the next generation of racing fans… Both [partners] have shown real enthusiasm to work with us… as well as using the platform that these fixtures will offer them to also engage with more established racing and sports fans.”

Adam Baylis, Marketing Director at SBK, added:

“Friday Night Live [is] a fresh and engaging concept that brings a new energy to British racing. SBK has always been built around sport… our focus is on enhancing the live race day experience in a fun, social and responsible way.”

The 2026 Schedule The series kicks off immediately in the new year:

  • 9th Jan: Wolverhampton

  • 6th Feb: Newcastle

  • 20th Feb: Southwell

  • 20th March: Wolverhampton

  • 27th March: Newcastle

The post Racing Meets Nightlife: SBK Backs ARC’s New ‘Friday Night Live’ Series appeared first on Gaming and Gambling Industry Newsroom.

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