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How level five AI can help operators superscale efficiency and profitability in 2023
With Markor Technology recently partnering with Ibex.ai to strengthen the range of solutions it can supply to partners, we sat down with Thomas Aigner and Melissa Summerfield to discuss the benefits the tool offers CRM teams and the impacts of AI and machine learning in the wider iGaming industry
Before we get into how Markor will utilise Ibex.ai to strengthen its client offering, can you tell us a bit more about the company’s core concept and how it differs from other rule-based AI systems?
TA: When Ibex was started, our core focus was to really look at each player individually and come up with ways to maximise their lifetime value. We weren’t happy with the level of personalisation and automation that existing technology could deliver, so we set about re-thinking the process of a CRM campaign from the bottom up. With the machine learning models that Ibex utilises, it’s able to create a full profit/loss calculation for individual players that takes into account everything from the payment method they use to the costs of sending a bonus via SMS or email. From these calculations, the system is able to implement the action that has the highest impact for each player while also learning and optimising its models based on the previous outcomes. In this respect, Ibex differs from some of the more traditional, rule-based systems – where CRM teams usually still have to build a customer journey to trigger their desired action – as it provides a true level of automation by constantly A/B testing its approaches and evaluating their performance without the need for manual prompting from the user.
Last year, Ibex.ai was involved in a ground-breaking trial where it was pitted against a human CRM team and delivered some pretty convincing results – what factors helped contribute to its success?
TA: Over the course of that study, Ibex delivered a 20% increase in NGR and a 17% decrease in bonus spend when tested against what a human CRM team was doing. One of the keys to this success was the fact that our technology doesn’t need to create and target customer segments in the way that a traditional CRM team does. Instead, we looked to fundamentally overhaul the approach taken by CRM teams and place a greater emphasis on targeting each individual player, meaning that the bonuses Ibex offers are 100% personalised. Additionally, Ibex can look at how each player reacts to its offers and use this data to automatically decide and trigger the next best action specifically for them. This is known as level five automation and means it can build optimal models by itself, with CRM teams then being able to look at its choices, understand the actions and use them to come up with new campaigns.
Another perk of Ibex’s approach is that the system is able to quickly identify bonus abusers, who obviously have a big impact on a CRM team’s overall profit/loss figures during each campaign. Whereas manually rooting out bonus abusers and segmenting them accordingly is a costly and time-consuming process, Ibex’s personalised, player-by-player approach means the technology can easily spot signs of bonus abuse and decide that the best action in these cases is often not to issue any offer.
The increased use of AI in traditionally human operations is something of a hot topic at the moment – is Ibex.ai intended to replace CRM teams entirely or merely supplement what they currently do?
TA: This is a really important question and one we get asked a lot because of the high level of automation Ibex can deliver. Our AI is not at all intended to replace CRM teams or take away human jobs, but rather to enhance their current capabilities by removing some of the day-to-day legwork. This gives them more time to focus on building creative campaigns and optimising their overall strategy, which can in turn help them increase profits without taking on further costs. With this in mind, CRM teams shouldn’t be fearful about AI replacing them, but should instead be experimenting with it and learning its capabilities so they can better understand how to work alongside it in future.
How will automated technology such as Ibex.ai enable online operators to better structure their CRM teams going forward and will it allow for a more efficient distribution of resources in future?
TA: We’re already starting to see this with our current partners. By using an AI like Ibex, it’s possible to take some of the manual legwork out of the CRM process – i.e. defining a target group and then scheduling/executing a campaign – which in turn gives executives more time to focus on the creative side of things and how they refine their top-level strategy. One of the important things to remember about Ibex is that it’s not a content generating AI, but rather one takes all of the templates and bonuses that are already in place and combines them to get the most optimal results. As such, removing a lot of the manual admin can give CRM more freedom to focus on creating better content.
From Markor Technology’s point of view, how does partnering with highly-specialised companies such as Ibex.ai enable you to enhance the service that you’re currently able to offer your partners?
MS: Markor has always been focused on providing innovative solutions for our clients – and one of the value propositions that we pride ourselves on is that our iGaming technology is powered by AI and machine learning. The role of this technology is to make people’s lives easier, so by onboarding specialised partners such as Ibex, we can automate more, decrease human error and track data so it can drive informed, real-time business decisions. By streamlining operations in this way, we save our clients’ time so they can focus more on high level topics such as branding and business development.
Can you tell us a little bit about some of the advantages that Ibex.ai gives to your online casino partners and how the technology has been incorporated into your current PAM platform offering?
MS: One of the main benefits that Ibex has delivered for us is that it intelligently targets customers and increases their lifetime value – two things that have already been backed up by the company’s reports. By constantly A/B testing its actions and learning from the results, Ibex is able to consistently choose the optimal offer or reward based on the projected value of each player, meaning once a network of campaigns has been set up, CRM teams will be free to focus on their overall user strategy.
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S8UL Esports Unveils Power-Packed Call of Duty: Mobile Roster, sets its sights on national and international CODM glory
This strategic move underscores S8UL’s unwavering commitment to expanding its presence across diverse video gaming titles
S8UL Esports, a global name in esports and gaming content, is thrilled to make its mark in the Call of Duty: Mobile (CODM) competitive scene with a formidable lineup of battle-hardened veterans. This new roster is primed to take on the best in the world and solidify S8UL’s position as a powerhouse in CODM esports.
The new S8UL CODM roster features:
- Zeel Patel (Neutrino)
- Samruddha Ghadge (SAMs)
- Samartha Ghadge (JOKOs)
- Rishi Dubey (Trunks)
- Glenn Varshan (Ghost)
- Chiranthan Shetty (BurnZ) – Team Coach
The roster boasts an enviable mix of experience, firepower, and tactical prowess. Neutrino and Trunks, in particular, have already made history by being part of their earlier lineup that secured a runner-up finish at the Call of Duty: Mobile World Championship 2023. Their journey to the grand final included a defining 3-2 victory over North American giants Luminosity Gaming, highlighted by a spectacular 7-0 sweep on Meltdown in the decisive Search and Destroy match, one of the most memorable moments in Indian CODM esports history.
Commenting on the team’s latest foray into CODM, Animesh Agarwal, Co-Founder of S8UL, said: “At S8UL, our vision has always been clear—whenever we enter a title, we aim to set the stage on fire, not just nationally but globally. CODM is no different. We’ve built a team we have immense confidence in, and I look forward to supporting them in reaching their full potential. This is an exciting new chapter for us, and we can’t wait to make our mark.”
With a squad filled with veterans who have competed at the highest levels of CODM, S8UL is ready to shake up the competitive landscape. The team will be making its debut in upcoming high-stakes tournaments, setting its sights on national and international championships and bringing laurels for the country.
“Joining S8UL is a massive opportunity for all of us. With the organization’s backing and vision, we have everything we need to push our limits, refine our strategies, and take on the toughest competition. We have the experience, the hunger, and the skill to compete with the best in the world, and we can’t wait to prove it on the battlefield and make the country proud on the global CODM stage,” said Zeel Patel aka Neutrino, IGL
Recently, S8UL made headlines by announcing its expansion into VALORANT with a star-studded roster, reinforcing its ambitions in the FPS competitive scene. S8UL Esports, renowned for its dominance in both competitive gaming and content creation, has already made waves in titles like Pokémon UNITE. With multiple Esports Awards and MOBIES wins to its name, the organization continues to expand its presence in the global gaming scene. The addition of a high-caliber CODM roster marks another significant step in its esports journey, reinforcing its commitment to elevating Indian esports on the world stage.
As S8UL Esports embarks on this exciting new chapter, the organization remains steadfast in its mission to set new benchmarks and create unforgettable moments in the world of esports. Stay tuned as S8UL Esports prepares to unleash its Call of Duty: Mobile roster onto the competitive circuit, with one mission in mind—victory.
The post S8UL Esports Unveils Power-Packed Call of Duty: Mobile Roster, sets its sights on national and international CODM glory appeared first on European Gaming Industry News.
Innovative Technology Ltd. (ITL) are pleased to welcome Àlex Ventura Vilalta Customer Support Advisor, to their operations in Barcelona, Spain.
Àlex’s role is to provide first line customer support and advice to ITL’s customers in the region. The company has two main divisions; cash validation equipment and age & identity verification technology.
Commenting on ITL’s latest appointment, Bohke Otten, Senior Support Engineer for ITL said, “I am delighted to welcome Àlex to the team. He brings extensive help desk experience from previous roles so is accustomed to providing excellent customer service and solving technical problems. Àlex is already proving to be a key part of the support team and he has a fantastic rapport with our customers. His appointment further strengthens our ability to provide customers with a local, dedicated contact for technical assistance and advice.”
Commenting on his new role with ITL Àlex said, “In September 2024, I had the privilege of joining Innovative Technology as Customer Support Advisor for the Spanish market. I was attracted to ITL by its rich history, innovative cash validation products and forward-looking vision. I am working with various products such as the NV22S, Spectral Payout and SMART Coin System offering support to both retail and gaming customers ensuring that each interaction is positive and productive. I attended my first ITL exhibition, ICE Gaming in Barcelona, at the beginning of the year which was a great experience and enabled me to meet some of our customers face-to-face. I have always been fascinated by technology and how it can transform the way we do things and enjoy helping customers overcome technical challenges, so I am very excited to be part of this great team.”
Concluding Bohke said. “With an educational background in systems, networks and application development, Àlex has the technical expertise and knowledge to maintain the high level of customer support that our customers are familiar with. He values the importance of precision and efficiency in customer service and is a real asset to the team. I look forward to working with him to further develop our business, continuing to provide our customers with first-rate technical support.”
The post ITL Spain welcomes new Customer Support Advisor appeared first on European Gaming Industry News.
kwiff, the super-charged sports betting service, is proud to sponsor Millwall FC in their FA Cup tie against Crystal Palace at Selhurst Park tomorrow.
The game will be broadcast live on BBC One, presenting a prime opportunity to showcase the kwiff brand to a nationwide audience. This sponsorship aligns with kwiff’s ongoing mission to raise brand awareness across the UK and Ireland, bringing its Supercharged betting experience to more punters than ever before.
Tomorrow’s clash will be the eighth time the two sides have met in the FA Cup, with the Lions edging the head-to-head by four games to three.
Director of Acquisition at kwiff, Garry McGibbon, said: “We at kwiff are very pleased to partner with Millwall FC before their upcoming FA Cup clash at the weekend. We’ll have our fingers crossed The Lions can Supercharge their way into the next Round!”
“We’re delighted to have kwiff on board for this weekend’s FA Cup Fifth Round tie against Crystal Palace,” added James Voisey, The Lions’ Head of Commercial. “The guys have been brilliant in throwing their support behind us, so here’s hoping they bring us luck and they’re on the winning side!”
The post kwiff sponsors Millwall FC for FA Cup Clash with Crystal Palace appeared first on European Gaming Industry News.
S8UL Esports Unveils Power-Packed Call of Duty: Mobile Roster, sets its sights on national and international CODM glory
ITL Spain welcomes new Customer Support Advisor
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