Conduet launches AI-powered gameLM platform in Europe for iGaming operators

• Conduet expands gameLM platform to Europe, offering AI that resolves over 80% of player enquiries automatically.
• The platform features two modules: AI CoPilot for agent support and a standalone AI agent for end-to-end query handling.
• US operators including Hard Rock Digital and BetSaracen already using the technology.

Conduet has launched its gameLM platform in Europe, bringing AI-driven customer experience technology to online sports betting and iGaming operators. The company announced its European expansion on January 14, following six years of operations in the United States.

The platform can automatically resolve over 80% of player enquiries in real-time, reducing handle times for operators. Available in multiple languages, gameLM delivers compliant responses at scale while lowering operational costs and allowing human agents to focus on complex interactions.

Dual-module approach offers flexibility

gameLM provides two core modules that operators can implement independently or together. The AI-powered CoPilot supports human agents with real-time guidance during customer interactions. The standalone AI agent handles player enquiries from start to finish without human intervention.

This dual approach enables operators to introduce AI gradually. They can begin with human-assisted deployment and progress to full automation as confidence grows and use cases mature. The platform integrates directly through PAM (Player Account Management) systems with Conduet managing the integration process.

The technology draws on Conduet’s operational experience delivering human-led customer support for gaming operators since 2019. This background provides gameLM with understanding of player behaviour, regulatory requirements and gaming CX complexities.

Proven track record with US operators

Conduet has established partnerships with major US operators including Hard Rock Digital, BetSaracen, Soaring Eagle and Jackpocket Casino. The company’s growth in the American market over six years has positioned it for European expansion.

Neal Atkinson, Senior Director of Sportsbook from BetSaracen, praised the supplier:

“Conduet has been a great partner in supporting our CX operations since our launch in 2022. We recently chose to implement gameLM for its industry expertise and ability to handle complex customer interactions. We see meaningful value in how it supports our business and our players.” said Atkinson.

Tailored implementation for operator needs

Commenting on the launch, Justin Heath, Co-Founder and CEO at Conduet, said:

“We work in close partnership with our clients to tailor gameLM to their operations, workflows, and risk appetite. That bespoke approach is critical in this industry, particularly when it comes to AI, where one-size-fits-all solutions can introduce real risk.”

“With gameLM, we’re providing operators with an AI-powered CX platform that supports faster, smarter player interactions, improves operational efficiency, and helps scale customer experience while reinforcing trust and long-term player value.”

The platform’s deployment options allow operators to maintain control over AI implementation. As an AI Agent, gameLM handles high volumes of player queries with account-level responses. As a CoPilot, it provides AI-driven guidance to human teams resolving complex issues.

Conduet will showcase gameLM at ICE Barcelona, demonstrating the platform’s capabilities to European operators. The expansion marks a strategic move into the European market as operators seek solutions to manage increasing customer service demands while maintaining compliance standards.

“Europe represents an exciting opportunity for innovation in how operators interact with their customers. We look forward to attending ICE in Barcelona to show operators the platform in action,” Heath concluded.

The launch comes as European iGaming operators face pressure to improve operational efficiency and player retention. By offering both assisted and autonomous AI options, Conduet positions gameLM as a scalable solution that adapts to different operator requirements and regulatory environments.