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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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This digital expansion coincided with a continued shrinkage in physical retail. Great Britain had 8,081 licensed premises at the end of the period, down 2% year-on-year.

Several operators have announced shop closures over recent months, including Entain and Flutter, citing a rising tax burden.

Online casino games remained the largest segment of the remote market, generating £5.7 billion ($7.6 billion) in GGY, with slots accounting for £4.8 billion ($6.4 billion) of that total.

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There was also strong interest in prioritisation tools, with 75% placing high value (8/10 or above) on daily prioritised action guidance for each player. 

However, 38% expressed concern that adopting AI might reduce the personal, human touch in VIP management. 

Within the survey, none of the respondents selected AI or automation as their primary tool for managing VIP portfolios.