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While VIP managers welcomed AI for prioritising their workload, the report suggested they remained cautious about delegating a final judgment to opaque automated systems.
The report’s authors noted that VIP managers “are not asking to be replaced” but desire tools that assist by triaging and pointing out priority players, while humans maintain relationship control and make final decisions.
Respondents identified several priorities for improving VIP operations. These included an integrated system combining player data, communication history and task management.
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“What I saw is, Holland Casino is a company with 4,000 people working in hospitality, in a strongly regulated market where you have to balance between offering entertainment and a nice evening out with hospitality, and the risk attached to that – and there you see the similarities with the airline industry.
She adds: “For example, Transavia also had 4,000 people, cabin crew, cockpit, and more, all very regulated, labour union intensive, people being busy with what can we offer to the guests – but at the same time they have to know their rules and their regulations very well, because it’s important when there’s risk attached.
“I had never been a CEO before so I came to it with a kind of Pippi Longstocking attitude – ‘I’ve never done it, but I’m sure I can do it!’”
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However, until very recently the report was kept confidential by Evolution, as it contained commercially sensitive material, the supplier said.
But this week the 2022 report was released in full by the court. Playtech, for its part, has celebrated a number of findings in the document, which it says supports and corroborates findings from Black Cube.
Notably, the Spectrum report does acknowledge that Evolution did not knowingly allow games in prohibited territories, however, it has also flagged a number of compliance issues, which resulted in its games being provided in markets where online gambling is, or has been, prohibited.
