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For AI-powered customer support and chat, operators are encouraged to set clear parameters for when conversations should be moved to a human member of staff. These include repeated low-confidence responses, unresolved queries, indications of distress, or a customer simply asking to speak to a human.
The MGA said the charter will be reviewed periodically as technology and regulation develops.
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Costes was involved with GREF at a time when numerous European regulators, including the ANJ, focused on tightening advertising regulations and boosting player protection frameworks. The forum thanked Costes for his dedicated service.
Replacing Miller as treasurer is Ian Angus, director of policy at the UK Gambling Commission where, since 2020, he has been closely engaged in policy development. This includes the Gambling Act white paper and its recommendations on financial risk assessments.
His appointment signals a continuation of UK influence within GREF, even as the Gambling Commission undergoes personnel changes. Ruth Evans was named the new Gambling Commission chair, taking over from Charles Counsell after over a year in the position.
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As the U.S. warms to the idea of online sports betting, the NCAA has taken steps to protect its athletes. Deputy General Counsel of the NCAA, Naima Stevenson Starks sat down with Calvinayre.com’s Becky Liggero Fontana to explain her organisation’s stance towards betting involving student athletes and maintaining the integrity of those competitions.
Stevenson Starks shared those concerns that the NCAA has towards online sports betting in the U.S.:
“The two [concerns] are the integrity of athletic competition, and how that could potentially be impacted by a proliferation of legalized sports wagering. And then the second is really the health and well-being of student athletes.“