Golden Whale partners with Cevro on AI-driven player interaction tooling

Golden Whale has partnered with Cevro to integrate machine learning-driven decision intelligence with an AI platform for automating player interactions across iGaming support and operational workflows. The companies said the integration will connect Golden Whale’s Full Model Control framework with Cevro’s AI agents.

According to the companies, Golden Whale’s framework continuously analyses live player behavioural data to inform decisioning around engagement and incentives, including signals tied to player value, churn probability and behavioural intent. Those decisions can then be executed through Cevro’s AI agents across channels including chat, email and helpdesk, with voice capabilities set to follow.

Cevro said its platform supports player-facing processes such as bonus queries, KYC checks, payment-related communications and responsible gaming workflows. The companies said adding decision intelligence to these touchpoints is intended to support more proactive, context-aware engagement based on real-time player signals.

Eberhard Dürrschmid, CEO at Golden Whale, said: “Operators are managing an increasing number of player communications across different touchpoints, and many of those processes are still handled in a reactive or manual way. By working with Cevro’s AI agents, we can connect our decision intelligence directly into these communication workflows, enabling operators to respond more precisely and consistently, while also reducing the complexity of managing these interactions at scale.”

Chaim Heber, CEO at Cevro, added: “Our focus is on helping operators automate and scale player interactions without losing quality or control. By integrating Golden Whale’s decision intelligence, we can bring a new level of precision into how our AI agents operate, using deeper signals around player value, churn risk and behaviour to guide responses. This not only improves resolution and efficiency but also allows operators to deliver more meaningful interactions that support retention and long-term player value.”