AI Enriching Playtech Responsible Gambling Tools

Written By Katarina Vojvodic on October 26, 2022
chatbot customer service ada betting assistance tracking

AI expert Ada today announced its partnership with online gambling software supplier Playtech. The deal will make Playtech the company’s exclusive SaaS (Software as a Service) partner for chat automation solutions as the two companies plan to improve player onboarding and retention.

This agreement will bring a personalized AI-powered gamer experience, including integration with Playtech’s proactive monitoring tools and check-ins designed to promote responsible gaming.

Ada delivering VIP customer experiences

Ada’s conversational AI platform will power data from Playtech’s Information Management System (IMS), BetBuddy, and CX platforms like Zendesk and Salesforce. In doing so, Ada will enable Playtech to provide a highly personalized, contextual experience throughout the lifecycle of a player’s journey.

As online casino operators enter new markets and grow existing ones, Ada’s solution will give Playtech customers a VIP experience for their players. Simultaneously, it will reduce the number of agents required to support their gamers.

Mike Murchison, Chief Executive Officer at Ada 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.”

In a joint effort with Playtech, Ada will enable Playtech casinos to drive “operational efficiency through automation, from frictionless onboarding to scaling proactive support.” Ada is also promoting responsible gaming by integrating proactive monitoring tools and check-ins.

Playtech committed to delivering the “ultimate gaming experience”

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

Mark Jones, SaaS Commercial Partnerships at Playtech 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.”

Since its foundation in 1999, Playtech has been delivering content and platform technology across the industry’s most popular product verticals, including casino, live casino, sports betting, virtual sports, bingo and poker.

Playtech has also been developing specially customized gameplay experiences for the US gambling audience. The gambling technology company launched Live Casino facilities in December last year, one in Michigan and one in New Jersey.

Throughout this year, the company signed several partnerships, including the agreement with 888 Holdings.

In July 2022, Playtech partnered with Resorts Digital Gaming (Resorts) to provide Live Casino, Live Entertainment and online gambling content at and

Photo by PlayUSA
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Katarina Vojvodic

Katarina Vojvodic is a lead writer for PlayUSA who lives in Toronto. Vojvodic provides coverage of the US gambling industry with a focus on US online casinos. Previously, she covered Ontario’s online gambling industry for Vojvodic holds a master’s degree in journalism from the University of Belgrade. Outside working hours, she can be found near the water with her husband and their two kids.

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