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Hi, my name is Chaim Heber.

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I'm the founder of Cevro AI.

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When was Cevro founded and 
what market problem did 
you aim to solve?

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Cevro was founded about 
two years ago.

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Our goal is to make every player 
feel like a VIP.

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Doing that at scale is 
tremendously hard.

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You can't give that personalized 
feeling for every single player.

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So what we set out to do is
provide AI agents that are uniquely 
skilled at providing support

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and interactions with 
every single player that 
feels genuinely personal

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and knows how to build a 
connection with every single player.

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And doing that, you're able to 
scale your VIP level experience 
to every single player.

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How has Cevro grown over the 
years and what key milestones and
achievements would you highlight?

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Well, we actually started off as 
a chat focused solution.

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So that was primarily like a 
chat widget that we were able to
 provide a level of support 
for the players.

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Since then, we've grown and we 
brought on to many partners that
 are pushing us to continuously 
improve our services

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and add additional functionality.

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We're working with platforms like 
Everymetrics and some other 
of the big names.

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Now we're focusing more 
on proactive support.

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So we're reaching out to customers.

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We're doing voice, 
we're doing email.

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We've been able to achieve 
85% automation rate, which is 
tremendously high.

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But more importantly, I think,

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is that doing 85% automation is 
coming with a level of CSAT 
that is 4.5, which is really high.

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Let's talk about your core product, 
the AI agent designed specifically 
for iGaming.

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Can you walk us through 
the integration process?

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Sure, the integration process is 
actually very unique and really easy.

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We work with many of the 
existing platforms, making that a 
one click integration.

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So you just click, add your 
API information, and we're able to
 then start the integration.

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We also have the ability to give 
the agents access to browsers, just
 like you would with a human agent.

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They're able to open up the 
browsers and click different
 buttons and do different actions,

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obviously with guardrails and
permissions that are 
set by you guys.

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What actions or tasks can
 the AI agent perform?

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The sky is the limit.

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I know that sounds cliche,

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but because these agents are
 actually uniquely designed
for the iGaming space,

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they have training to achieve actions
like granting bonuses, no deposit 
bonuses, welcome bonuses,

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KYC issues, deposit issues.

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They can actually go into 
the back office and resolve issues 
end to end.

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In which cases or areas is it better 
to handover to a human agent?

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Well, there are many instances 
that you do want to escalate the
 chat to a human.

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For example, responsible gaming.

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Any time that we see or detect 
an issue with responsible gaming,

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we escalate that immediately to 
the relevant department.

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I think there's also nuanced 
situations where you want to
 escalate the ticket to a human

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to have a second look or to 
have an opinion on the matter,

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where you don't want the
 AI agent to make a decision
outside of an SOP.

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Many people both inside and
outside the iGaming industry
 still prefer speaking with a human
 rather than a chatbot.

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In your view, why is that, 
and how might your AI agent
 can change this perception?

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Well, I think you're touching at the
 core of exactly why we have Cevro.

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Cevro was designed to build
 agents that feel human, that
 know how to build a connection
with every single player.

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You're right, chatbots suck.

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And talking to chatbots is not
 something that players want to do.

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Our agents feel so genuine and 
so human that we see instances
 of players asking for the 
Instagram of the AI agents,

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because it feels so real.

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That's how you're able to build 
trust, a level of support where
 players actually prefer talking

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to these agents that are able
 to give them support 
right away over humans
 oftentimes.

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What are the main success metrics
 you focus on? I suppose it's not 
Instagram signups.

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You suppose what?

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It's not Instagram signups for sure.

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That's correct.

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The primary metric is
 obviously the automation rate.

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Which is how many interactions are
 the agents covering by themselves
 without the need for human 
escalation.

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Additionally, which is more 
important,

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is what is the level of support 
that the agents are doing?

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What is the accuracy?

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We monitor every single 
conversation to see what
 is the CSAT and how 
well the agent

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is performing these tasks.

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This is the primary two metrics 
that we're looking at.

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And do you have any success stories 
you could share with us?

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Yeah, so we have many
 success stories.

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I have tons of conversations that 
I like to frame in my office.

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Primarily, there's one instance
 that's coming to mind,

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which is a player coming 
to an agent and saying,

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"Let's forget about my issue 
that I have...

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Thank you for resolving it, 
but let's just chat."

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And I think that once you're able
 to achieve that level of 
conversation with a player,

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you're able to do many, many 
things with them.

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Since your AI agent handles 
sensitive personal information, 
how do you address data security
 and privacy concerns?

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This is a very important question,
especially for this industry.

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First of all, we're SOC 2 compliant.

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We take data security
very seriously.

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Additionally, we block out 
all PII (personal identifying 
information).

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We block that out before it goes 
to the model, and we encrypt all
 the information, all the data 
that is important.

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Is your AI agent fully developed
 in-house, or do you rely on
 external AI models or services?

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So we fine-tune many models.

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Every message that comes in 
runs through a data pipeline,
a reasoning pipeline, to 
understand exactly

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what we need to do with
 that message,with that
 interaction.

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So we're mixing a few models.

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Some of them are public models,

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and some of them are the
 ones that we fine-tune 
in-house.

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What does your roadmap 
look like for 2026?

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Well, we have a very exciting
 roadmap ahead.

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Right now, we're focusing on
 our voice capabilities, 
which is coming soon, 

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and we're focusing on the ability 
for the AI agents to be able 
to initiate a conversation at 
the right moments.

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So take, for example, 
if a player has a deposit issue,
if a deposit has failed, we can,

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instead of waiting for the player
 to reach out reactively, we can 
proactively start a conversation,

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and tell the player: 
"Hey, let me help you with 
this issue. Let me walk you 
through the deposit steps."

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Finally, what message would you 
like to share with potential clients?

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I think my main message would 
be for the operators to realize
 that there's two paths to take:

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either to look at customer support
 as a cost center, and something that
 you just have to do,

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or to realize that loyalty lies within
 customer support.

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If you do customer support in the 
correct way, in a personalized way,
 in a way that you're actually

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resolving issues quickly, and 
effectively, players stay, players
 want to stay,

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and use this platform versus 
any other platform.

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I agree, thank you very much
 for the interview.

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Thank you, appreciate it.