The Rank Group PLC (LON: RNK), owners of Mecca Bingo and the Grosvenor Casino chain, have deployed a real-time safer gambling monitoring desk, with the aid of AI (Artificial Intelligence) as part of the Group’s continued roll-out of safer gambling measures.
Over the years, the Rank Group PLC (LON: RNK) has invested significantly in the firm’s Customer support hub to make it easier and quicker to identify online customer behaviour that may require interventions.
The latest initiative by the operators focuses on high-volume players who demonstrate sudden behavioural changes, and those who might not be flagged by the current safer gambling thresholds and controls.
Use of AI Technology
Liam Smith, Director of Customer Services at Rank Group PLC (LON: RNK), said:
“We’ve made significant strides using artificial intelligence to power our propensity model which looks to identify potential gambling-related harm, and we’ve also refined our digital affordability framework to assess customers at every stage of their time with us, from registration, through to deposit and withdrawal. We’re well aware that this work will never be complete, but we’ve upped the pace of our innovation and deployment in terms of SG and that can only be good for players in terms of delivering the optimal levels of protection.”
“We’re very aware that high-velocity play is an area of concern and that’s why we stepped up our focus on addressing this issue over the course of the last year. We are determined to give customers the safest possible experience with us when they play across our digital brands and the Hawkeye system adds another layer of protection to our full suite of safer gambling measures across the business.
“The inspiration comes from trading desks which are able to monitor incoming transactions as they happen. We wanted to better identify changes in behaviour, as close to real-time as is possible, in order to ensure we can support those customers, where appropriate. We’ve been building the desk over a considerable period of time and it will continue to be refined as we improve our understanding of player behavioural change.”