Cevro AI: The iGaming Support Revolution at SiGMA Europe 2025
We had the pleasure to video interview Chaim Heber, Co-Founder of Cevro AI. The video is also available on YouTube.
We had the pleasure to video interview Chaim Heber, Co-Founder of Cevro AI. The video is also available on YouTube.
Chaim Heber, Co-Founder of Cevro AI, explains that the company was founded about two years ago with a clear goal: help every player feel like a VIP. Achieving that level of personalization at scale is hard, so Cevro AI builds agents that deliver support and interactions that feel genuinely personal and can form a connection with each player.
“Our goal is to make every player feel like a VIP.”
Cevro AI started as a chat-focused solution delivered through a widget. With more partners coming on board, the product expanded and gained new functions. Today the focus is proactive support across channels such as voice and email, reaching out instead of waiting for tickets.
“We have achieved an 85 percent automation rate with a CSAT of 4.8.”
The integration is designed to be simple. Cevro AI connects with existing platforms to enable near one-click onboarding. Operators add their API details and the system starts working. Agents can be given controlled browser access to perform tasks like a human agent, with guardrails and permissions set by the operator.
“Add your API information and we can start the integration.”
The agents are trained for iGaming operations and can complete actions end to end:
“Because the agents are trained for iGaming, they can resolve issues end to end.”
Escalation remains important. Any case that touches responsible gaming is escalated immediately to the relevant team. Nuanced situations where a second opinion is needed or decisions outside an SOP are involved are also routed to a human agent.
“Responsible gaming cases are escalated immediately.”
Many players still prefer humans over chatbots. Cevro AI targets this issue directly by building agents that feel natural and human, creating real rapport. In some cases players even ask for the agent’s social media because the interaction feels authentic.
“Chatbots suck. Our agents feel genuine and human.”
The main KPIs are:
“We monitor every conversation to track CSAT and accuracy.”
Chaim highlights conversations that show relationship-building, including moments where players continue chatting after their issue is solved. This indicates trust and satisfaction, and it shows why personalization matters for loyalty.
“Once you reach that level of conversation, you can do many things with the player.”
Security is a priority. Cevro AI is SOC 2 compliant, blocks personal identifying information before sending anything to models, and encrypts sensitive data.
“We block PII before it goes to the model and encrypt all important data.”
Cevro AI uses a mix of models. Incoming messages pass through a data and reasoning pipeline to decide the right action. Some models are public and some are fine-tuned in-house for iGaming workflows.
“We fine-tune models and run each message through a reasoning pipeline.”
The roadmap focuses on voice capabilities and smarter proactive initiation of conversations at the right time. For example, if a deposit fails, the agent can proactively contact the player and guide them through the steps instead of waiting for a support ticket.
“If a deposit fails, we can proactively start the conversation and help.”
Operators can treat support as a cost center or as the core of loyalty. Done right, personalized and fast support keeps players on the platform and strengthens long-term retention.
“Loyalty lies within customer support. If you do it right, players stay.”