Conversational AI that gives every player the high roller experience

It's time to go all in on customer support — expand to new markets, reach players on more channels, and be available 24/7 across all timezones. All this, without increasing headcount.

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Playtech puts their trust in Ada

Playtech, the world’s leading gambling technology company, has chosen Ada as its exclusive partner for conversational AI and chat automation, giving Playtech customers the ability to deliver a VIP experience to every player while reducing the number of agents required to support their gamers.

increase in agent efficiency
reduction in player wait times
player interactions automated
decrease in cost-per-interaction

Automate customer support with Ada

Deliver 24/7 support across all timezones and channels

Ada greets your players at the door and is available to offer instant support 24/7, no matter where they are in the world or what channel they prefer to interact on — web chat, in-app, Facebook Messenger, WhatsApp, Instagram, Twitter, and more.

Our industry-leading Natural Language Understanding model is pre-trained using 4B+ real-world conversations to accurately capture a customer’s question and provide relevant answers, resolving queries faster.

Players will never have to wait to get support for things like:

  • Opening and verifying new accounts
  • Withdrawls
  • Checking and activating bonuses
  • Account management and troubleshooting

Reach new markets with multilingual AI

Expanding to new markets means you have to learn new languages. Luckily, Ada is fluent in over 100.

Build in one language and deliver support in 100+ with no additional training required so you can speak to customers in their language, effortlessly.


Stay compliant with localized automation

Different geographies may have different gambling regulations. Ada lets you easily localize answer flows to the location of the player to serve accurate information and stay compliant.


Triage interactions and seamlessly connect to the right agent when needed

Ada integrates directly with your CXP to intelligently triage and route conversations to email, live chat, or a scheduled callback.

And with Ada automating the majority of interactions, customer wait times are lower and your agents are freed up to focus on high-value ones that drive loyalty, revenue, and job satisfaction.

No matter what channel customers are in, agents can hop in and out from their own CXP dashboards. Ada provides them with interaction context and an AI-powered summary that helps them quickly get up to speed.

"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.”

Mark Jones | SaaS Commercial Partnerships | Playtech

"We’re focused on creating the best possible experience for customers, and that means the tools we use need to be powerful and flexible enough to match our vision. Ada meets all of these requirements.”

Jesper Svensson | CEO | Betsson

See Case Study


Ada stacks the odds in your favor

While others are holding back and hedging their bets, Ada gives you the confidence to go all in on support as you expand and scale — improve player onboarding, retention, responsible gaming, and provide more personalized experiences.



  • Account creation and verification
  • Feature walk-throughs
  • Rules and regulations

Bets and withdrawls

  • Make and settle bets
  • Review transaction details 
  • Withdraws

Engagement and retention

  • Targeted promotions
  • Seasonal promotions
  • Cashback & rewards
  • Bonuses


  • Efficiently scaling support for high volume periods
  • Unauthorized transactions 
  • Security and privacy inquiries
  • Responsible gaming

Ready to see Ada in action?

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Ada for Gambling

Find out how Ada’s conversational AI platform helps you deliver VIP gaming experiences without the VIP support costs so that you and your customers win big.

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