GameLM can automatically resolve over 80% of player enquiries in real-time, drastically reducing handle times. Available in multiple languages, it delivers accurate, compliant responses at scale, lowers operational costs, improves efficiency, and frees human agents to focus on higher-value, more complex interactions.
Developed leveraging Conduet’s deep operational experience delivering human-led customer support for gaming operators, gameLM offers a nuanced understanding of player behaviour, regulatory requirements, and the real-world complexities of gaming CX.
gameLM is delivered through a direct, low-friction PAM integration managed by Conduet and offers two core modules that operators can deploy independently or together: an AI-powered CoPilot that supports agents with real-time guidance, and a standalone AI agent designed to handle player enquiries end to end
Together, they empower operators to introduce AI in a controlled, flexible way: from human-assisted deployment through to full automation, as confidence and use cases mature.
Conduet’s European expansion follows a successful six years in the United States. Founded in 2019, the provider has rapidly grown to become a trusted partner for major operators across the country including Hard Rock Digital, BetSaracen, Soaring Eagle and Jackpocket Casino.
“Conduet has been a great partner in supporting our CX operations since our launch in 2022. We recently chose to implement gameLM for its industry expertise and ability to handle complex customer interactions. We see meaningful value in how it supports our business and our players.” said Neal Atkinson, Senior Director of Sportsbook from BetSaracen.
Justin Heath, Co-Founder and CEO at Conduet, said: “We work in close partnership with our clients to tailor gameLM to their operations, workflows, and risk appetite. That bespoke approach is critical in this industry, particularly when it comes to AI, where one-size-fits-all solutions can introduce real risk.
“With gameLM, we’re providing operators with an AI-powered CX platform that supports faster, smarter player interactions, improves operational efficiency, and helps scale customer experience while reinforcing trust and long-term player value.
“Europe represents an exciting opportunity for innovation in how operators interact with their customers. We look forward to attending ICE in Barcelona to show operators the platform in action.”
Industry Perspective
Conduet’s European expansion with gameLM addresses a critical pain point in iGaming customer experience management. As player acquisition costs continue to rise across regulated European markets, operators face mounting pressure to improve retention through enhanced support capabilities while managing operational expenses.
The platform’s 80% automated resolution rate represents a significant operational efficiency gain, particularly for multi-jurisdictional operators managing compliance requirements across different regulatory frameworks. By offering both AI-assisted and fully automated deployment options, Conduet provides operators with a measured approach to AI adoption that aligns with varying risk tolerances and regulatory considerations in European markets.
