Ops_Control_iGaming_CEO_Deck

1.

CEO DECK
LIVE CONTROL
Ops Control
AI-powered Support Operations Control Space for iGaming
A single workspace for support QA, agent performance, reporting, payroll
KPI, shift discipline, schedule, handovers and security.
86%
$300
AVG QA SCORE
KPI CAP
AI QA
92%
Discipline
88%
Risk
74%
Premium internal SaaS
Built for operators who need payroll-grade QA, not vanity analytics.
Ops Control • AI QA for iGaming Support
Confidential product overview

2.

THE GAP
The operational problem every iGaming support
team faces
1
Quality is invisible
2
Manual spot checks miss the majority of support chats.
3
Shifts are messy
Schedule swaps, underwork and coverage gaps are hard to
prove.
Payroll is subjective
Bonuses often depend on opinions, not final QA evidence.
4
Security is exposed
Support tools contain player data, payouts and internal
policy logic.
The cost is not only bad support — it is wrong payouts, compliance exposure and leadership blind spots.
Ops Control • AI QA for iGaming Support
Confidential product overview

3.

PRODUCT
One control layer for quality, operations and payroll
AI QA
TL Review
Reporting
KPI
Objective chat evaluation
Human final score
C-level analytics
Payroll-ready bonus
Ops Control
Support Operations Control Space
Discipline
Schedule
Handover
Security
LiveChat accepting time
Auto 2/2 calendar
Approved shift swaps
2FA + audit log
Ops Control • AI QA for iGaming Support
Confidential product overview

4.

AI ENGINE
AI QA built for iGaming, not generic s upport
1
Payments / KYC
2
withdrawals, verification, status checks
3
bonus rules, wagering, rewards, abuse risk
Responsible Gaming
4
RG signals, self-exclusion, risk escalation
Objective principle
Bonuses / Wagering
Tone & Control
professional flow, next step, clarity
The AI evaluates only what is visible in the chat and sends unclear CRM/payment cases to manual review instead of
applying blind penalties.
95–100
70–79
<70
TL final
Excellent band
Needs coaching
Critical review
Overrides raw AI
Ops Control • AI QA for iGaming Support
Confidential product overview

5.

WORKFLOW
F rom AI review to defens ible final s core
1
2
3
4
5
Chat import
AI review
Agent action
TL decision
KPI impact
LiveChat transcript and
metadata are stored.
Objective iGaming rules
generate score and feedback.
Agent can confirm or dispute
with evidence.
TL reviews context and sets
final score.
Only final score flows into
payroll.
Result: AI speed with human accountability — suitable for performance management and payroll.
Ops Control • AI QA for iGaming Support
Confidential product overview

6.

REPORTING
C-level s upport reporting without manual
s preads heets
CSAT
FRT
FCR
Topics
HTML
Ratings & customer signal
First response SLA
24h repeat proxy
Main workload drivers
Executive export
Weekly comparison
Management action plan
Volume
78%
CSAT
68%
QA Score
86%
• recommended actions
• key risks
• positive signals
• low QA / low CSAT attention areas
CEO value: one report that combines customer experience, support workload and quality risk.
Ops Control • AI QA for iGaming Support
Confidential product overview

7.

KPI
P ayroll-ready K P I, bas ed on final evidence
$150
$75
$45
$30
QA Quality
Productivity
Discipline
Risk Control
Payroll lock
Finance export
At month end, management locks the KPI month. New analyses no
longer change the payout snapshot. Manual adjustments require
notes.
Export-ready summary: agent, QA bonus, productivity, discipline,
risk control, manual adjustment and final payout.
Configurable bonus structure: values can be adapted per operator, market or team size.
Ops Control • AI QA for iGaming Support
Confidential product overview

8.

SHIFT OPS
S chedule, dis cipline and handovers — automated
Auto schedule
Discipline control
Approved handovers
2 day shifts → 2 off → 2 night shifts → 2
off. Agents see their own schedule; Head
sees team calendar.
Expected accepting time is 10h20m per
12h shift after lunch and breaks. LiveChat
activity is compared with expected time.
Agents can request partial coverage.
Receiver accepts or declines. TL
approves. Approved handovers
automatically adjust schedule and
discipline.
Day: 10:00–22:00
Night: 22:00–10:00
Time zone: Europe/Warsaw
OK
100%
Warning
66%
Critical
25%
Ops Control • AI QA for iGaming Support
Fairness: expected time follows
approved coverage, not the old
static schedule.
Confidential product overview

9.

SECURITY
S ecurity des igned for internal operations
2F
Permanent 2FA
5
Every account requires authenticator-based login. Users cannot
disable it.
@
Workforce wall
Restrict access by company domain or approved email list.
Lockout protection
5 wrong passwords or 5 wrong 2FA codes lock the account.
LOG
Audit trail
Log failed logins, 2FA, locks, resets, unlocks and sessions.
Data boundary: agents see only their own chats and performance; management sees the full control layer.
Ops Control • AI QA for iGaming Support
Confidential product overview

10.

ARCHITECTURE
How it connects to the operator s tack
LiveChat API
AI Evaluation Engine
Database
Ops Control UI
Chats, agents, ratings, activity
iGaming QA rules + scoring
Chat analyses, KPI, schedule, audit
Dashboards, reviews, payroll,
schedule
Deployment model: private cloud project with role-based access, secure environment variables and optional per-operator branding.
Ops Control • AI QA for iGaming Support
Confidential product overview

11.

ROI
B us ines s impact for iGaming operators
Higher QA coverage
Fairer payroll
Move from random manual sampling to broad AI-assisted review.
Final scores and approved handovers make KPI decisions defendable.
Lower ops risk
Cleaner management
Spot critical payment, KYC, bonus and RG mistakes earlier.
One workspace replaces scattered sheets, chats and screenshots.
The main value is control: quality, payroll, shifts and security become measurable instead of managed by
assumptions.
Ops Control • AI QA for iGaming Support
Confidential product overview

12.

SUBSCRIPTION
Commercial model des igned for fas t adoption
PILOT
SUBSCRIPTION
ENTERPRISE
2–4 weeks
monthly
custom
Validate AI QA, reporting and agent
workflow on real LiveChat data.
Ongoing private workspace, updates,
maintenance and support.
Multi-brand setup, custom rules, data
retention and dedicated onboarding.
Pricing can scale by project, brand, agents, chat volume and deployment requirements.
Ops Control • AI QA for iGaming Support
Confidential product overview

13.

IMPLEMENTATION
S ugges ted pilot plan
Week 1
Integration
Connect LiveChat, import users, configure roles and 2FA.
Week 2
QA calibration
Tune iGaming guidelines and run first AI review batch.
Week 3
Ops workflows
Enable disputes, handovers, schedule and discipline checks.
Week 4
CEO report
Deliver first reporting snapshot, KPI draft and findings.
Low-risk pilot: start with read-only reporting + QA review, then activate KPI and schedule workflows.
Ops Control • AI QA for iGaming Support
Confidential product overview

14.

NEXT STEP
Ready to turn support operations into a
measurable control system?
Recommended next step: 30-minute product walkthrough + pilot scope
discussion.
1
Review current support QA process
2
Connect sample LiveChat period
3
Run AI QA calibration
4
Deliver executive report and subscription
proposal
Ops Control — AI QA for iGaming Support
Ops Control • AI QA for iGaming Support
Private demo / pilot available on request
Confidential product overview