Te industry has reached a tipping point where automation
must evolve into intelligence. Tis is where gameLM changes the narrative. Te platform is player-centric by design and
capable of autonomously resolving complex issues, enabling a premium, cost-efficient, and highly effective service model that can operate independently or elevate human teams.
gameLM understands the industry’s unique identity and is able to handle complex and niche inquiries.
JUSTIN HEATH Justin Heath, Co-founder & CEO Conduet
operator’s best people are no longer buried under a mountain of repetitive tickets, they can provide the nuanced, high-touch support that fosters loyalty.
For the end user, another crucial element of gameLM’s intelligent approach is that responses are designed to be fully human-centric. Interactions are so authentic - both naturalistic and built with that added ingredient of deep industry-specific knowledge - that players genuinely feel as if they are interacting with a real person, which is a major differentiator for operators using the system.
FROM COST CENTRE TO CHURN-REDUCTION ENGINE Te industry needs to shift the perspective of customer service to customer experience; from a necessary expense to a churn- reduction, revenue-accretive engine. In a market environment where acquisition costs are skyrocketing, Player Lifetime Value (LTV) is the key metric to sustained growth. Strategic AI implementation drives LTV through two main avenues: instant, relatable resolution and data-driven loyalty.
In betting, immediacy is everything. A query resolved in seconds via gameLM keeps a player in the ecosystem, whereas a query that waits six hours in an inbox or queue represents a lost opportunity. Because gameLM operates with betting-specific nuance, it also captures
deeper insights into player behaviour and sentiment. Tis data allows operators to move from reactive support to proactive engagement, identifying potential churn before it happens and reinforcing the player’s connection to the brand.
THE BOTTOM LINE Industry headwinds are set to intensify as regulatory scrutiny increases and the cost of doing business continues to rise. Operators that pursue short term cost reductions at the expense of the player experience will erode retention, brand trust, and ultimately destroy long term value.
Te operators that succeed will be those that use this AI-led shift as a chance to redesign customer experience rather than strip it back. gameLM points to the future of player support, delivering a best in class player experience with lower operating costs, resulting in stronger long term player loyalty and increased lifetime value.
Justin Heath is the Co-Founder and CEO of Conduet, a CX platform for online sports betting and iGaming operators. He brings over 18 years of experience across banking, advisory, and gaming, including senior roles at BetEasy and Credit Suisse. Justin is a Chartered Accountant (CA ANZ) and holds Business and Commerce degrees from Monash University.
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