case study
iGaming
How Kaizen Gaming runs player support at championship scale, across 19 markets, without missing a beat
10+ new markets
launched in a single year
x3 traffic spikes
absorbed without degradation
100% of products
Giorgos Kritikos
Product Manager - Virtual Assistant @ Kaizen Gaming
“The no-code and an extremely user-friendly environment, along with full customization of the AI Agents' flows are some of the best features that Moveo.AI has to offer, among many others like the analytics and the list goes on.”
Betano in Brazil. The same intelligence, now in 19 markets.
The challenge
Kaizen Gaming operates two brands across 19 markets, each with its own regulatory requirements, player profiles, and product mix. At that scale, the hardest problem is not volume. It is context: making sure every player interaction draws on the full picture of who that player is, regardless of where they are or what they are playing.
The solution
Moveo.AI was integrated as the intelligence backbone of Kaizen's support operation. Powered by TrueThread, a persistent memory layer connected to more than 10 external systems, and governed by TruePath across every market and product, the platform ensures every conversation is analyzed and every interaction makes the next one smarter.
The result
10+ new markets launched in a single year. 100% of product categories covered by AI in under 2 months. Traffic spikes of x3 during major championship events are absorbed without degradation. Retention above internal targets and CSAT approaching human-assisted support levels.
About Kaizen Gaming
Kaizen Gaming is one of the world's fastest-growing GameTech companies, operating two brands, Betano and Stoiximan, across 19 markets on four continents. With more than 3,000 people globally and a presence spanning Europe, the Americas, and Africa, Kaizen sets the standard for what a modern online gaming experience looks like.
INDUSTRY: GameTech
HQ: Greece
PROJECT IMPLEMENTATION: <1 month average go-live per new market
At championship scale, generic support breaks down
Kaizen Gaming operates across 19 markets, two brands, and 10 product categories. During a UEFA final or a Copa América match day, player volume spikes by x3. Each of those players expects an immediate, accurate, personalized response, in their language, within their regulatory environment, consistent with their history on the platform.
A support system built on scripts and static flows cannot hold under those conditions. It either slows down under load, loses context mid-conversation, or delivers the same generic response to a frustrated high-value player that it would give to a first-time user with a simple question. None of those outcomes are acceptable at Kaizen's scale.
Agents that remember every player, across every market, every product, every peak
Kaizen needed AI that could operate at the speed and scale of a global gaming platform and still make every player feel individually supported. That requires more than fast responses. It requires context.
The results show up in how the agents behave. When a player needs something resolved fast, a withdrawal status, a verification step, an account issue, the agent is precise and frictionless. When the moment is more complex, a frustrated player, a high-value interaction, a regulatory edge case, the tone adapts and the approach shifts. Not because a rule triggered it, but because TrueThread gave the agent the context to read the situation.
The rollout matched Kaizen's reality: unpredictable volume, high emotional stakes, and zero tolerance for generic experiences. Working side by side with Kaizen's operations team, Moveo.AI built workflows based on what actually happens in real player conversations. The result: less than 1 month average go-live per new market and 100% of product categories covered by AI in under 2 months.
10+ new markets. 10 product categories. Millions of conversations. One platform.
Within months, Kaizen's AI agents moved from pilot to backbone of a global support operation. Traffic spikes of x3 during major championship events were absorbed without degradation, without emergency staffing, without a single player noticing the difference.
Retention consistently above internal targets. CSAT on automated interactions approaching levels typically reserved for human-assisted support.
Every conversation makes the next one better. TrueThread compounds what the system learns across markets, products, and millions of interactions, building an intelligence layer that no amount of manual scripting could replicate. What started as a support solution became a strategic asset: a living system that scales with the business and deepens its understanding of every player with every interaction.
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