Use cases · Entertainment and iGamingIn development
Accounts, deposits and responsible gambling, with clear limits
For entertainment platforms and online gaming operators: Ray will resolve questions about accounts, deposits, withdrawals and bonuses from the operator’s knowledge and read-only data. Responsible gambling will always go to a person.
Early access with close support from the team. Ray is in development.
Illustrative example of a fictional operator: five frequent questions. Ray will resolve three, two with read-only account data; the question about a match will get a fixed line with no prediction, and the self-exclusion request will go to a person.
Illustrative example with sample data. Brisa Casino is a fictional brand.
Frequent questionsIn development
Deposits, withdrawals, bonuses and verification, resolved in the chat
The questions an operator gets most. Ray will reply with the articles the operator publishes and, with the player’s identity signed, with their account data, read-only, in the language the operator sets.
Deposits and withdrawals
Enabled methods, published time limits and the status of a withdrawal, with the data’s cutoff time.
Bonuses and promotions
The current terms of each bonus. An expired promotion will stop being cited the moment it expires.
Account verification
Which documents are requested and how to send them, step by step.
Off topic, a fixed line
If someone asks who will win a match, they will get a fixed line: Ray will only help with support topics and will not predict results.
Illustrative example: a player writes that their withdrawal has not arrived and Ray reports, with read-only data, that it is under review and the usual time limit; then they ask about the welcome bonus, Ray replies with a list of three conditions and the pending verification step, and the player confirms it was solved.
Illustrative example with sample data. Brisa Casino is a fictional brand.
TraceabilityIn development
What the team sees in the console
The customer will get the written answer, with no internal references. In the console, the team will see the cited article and its version, the player data looked up with its cutoff time and the controls the answer passed.
Article and version
Each answer will be tied to the published article that backs it and to the version in force at that moment.
Data looked up
Which account detail was read, read-only, with the cutoff time, the state of the signed identity and whether the account has restrictions.
Check before sending
Time limits, minimum amounts and bonus terms checked against the articles in force. If something does not match, the answer does not go out.
Illustrative example of the record in the console, visible only to the team: the articles on withdrawals and the welcome bonus, the player data read-only with its cutoff time, the check of time limit and terms, and the signed identity and unrestricted account controls.
Illustrative example with sample data. Brisa Casino is a fictional brand.
Sensitive topicsIn development
Responsible gambling and regulated topics, always with a person
For an operator, the sensitive list has a floor that cannot be removed: Ray will not answer these topics on its own. The player will get a fixed holding message, and the team the conversation with the reason, an alert when it applies and a draft to review.
Self-exclusion and responsible gambling
Requests for self-exclusion or limits, and risk signals. They will always go to a person, with a supervisor alert.
Operator floorRejected verification or anti-money laundering
A person communicates the reason and the next steps.
Operator floorPrize or result disputes
Complaints about a bet, a prize or a result.
Operator floorMoving balance, voiding bets or granting bonuses
Ray will not do it: the request will go to a person, in the operator’s systems.
Operator floorLegal threats and regulators
Mentions of a regulator, a report or legal action.
Operator floorAccount closure and data deletion
A person will take care of them.
Operator floor
Illustrative example. The player asks to self-exclude for six months; they get only the fixed holding message. The team gets the conversation with the reason, a supervisor alert and a draft from Ray with its source, which a person will review before sending.
Illustrative example with sample data. Brisa Casino is a fictional brand.
The team will handle these cases in Inbox and copilot; the list will be edited in Ray agent.
An operator’s own rules
Account states that hand off
If the account shows as self-excluded, restricted or blocked, the conversation will go to a person even if the question looks simple.
Regulatory responsibility stays with the operator
Limits, self-exclusion, verification and anti-money laundering will remain in the operator’s systems and team; Ray will not replace them.
A fixed floor of tests
The responsible gambling and regulated-topic cases will be tested on every change of knowledge, instructions or model.
Read-onlyIn development
Ray reports; the operator manages balances, bets and limits
Ray’s tools will be read-only. It will be able to report the status of a deposit, a withdrawal or the verification, but it will not move balances, void bets, grant bonuses or change limits. Regulatory responsibility will stay with the operator, in its systems and with its team.
Without an identity signed by the operator’s server, the player will be treated as anonymous and Ray will not look up their account data.
Ray will be able to look up
- The status of a deposit, a withdrawal or the verification, with the data’s cutoff time
- The published terms of each current bonus
- The enabled payment methods and their published time limits
Ray will never
- Credit or move balance, void bets or grant bonuses
- Approve withdrawals or verifications
- Change limits or lift a self-exclusion
- Predict results or recommend bets
See Ray with the operator’s knowledge
A short conversation with the team that builds Ray to review the company’s case: frequent questions, existing knowledge, sensitive topics and a migration plan.