Esportes da Sorte Improves Customer Service Using AI
Brazil.– October 21, 2025 – www.zonadeazar.com The Brazilian betting operator has cut its average response time to under 10 minutes through the adoption of artificial intelligence in its customer support system.
Overview
Leading Brazilian sportsbook Esportes da Sorte has introduced an AI-driven support platform that revolutionises its customer-service operations.
The company successfully reduced its average response time from 30 minutes to under 10, setting a new benchmark for efficiency and player experience in the local iGaming market.
This innovation reflects a broader digital transformation in Brazil’s gaming industry, where automation and AI are driving responsible-gaming compliance and customer engagement.
Details / Context
The platform uses real-time natural-language analysis to interpret player queries and route each case automatically to the appropriate department or agent.
Common requests—such as account verification, payments, registration or bonuses—are handled instantly through secure automated replies, reducing manual workload for human operators.
Before adopting AI, average waiting times often exceeded 25 minutes during peak hours. Now, Esportes da Sorte maintains a consistent response window of under 10 minutes, 24 hours a day.
The project was developed by the company’s in-house technology team with support from local AI solution providers.
It also integrates with user-verification, risk-control and responsible-gaming systems, ensuring full traceability and regulatory compliance.
Future outlook
Esportes da Sorte plans to extend AI use to other areas, including player-behaviour prediction, personalised marketing and fraud prevention.
The company views automation as both a technological advantage and a tool to build long-term trust with its customers.
As Brazil moves closer to full betting regulation, the case of Esportes da Sorte illustrates how innovation and responsibility can evolve hand-in-hand.
Corporate and technological highlights
- Smart automation: AI applied to customer service.
- Operational efficiency: Under-10-minute response time.
- User experience: Improved satisfaction and loyalty.
- Responsible gaming: Integrated verification systems.
- Innovation roadmap: Predictive analytics and fraud prevention.
🔗 Edited by: @_fonta www.zonadeazar.com