AI player reactivation for licensed iGaming operators
OnCue AI calls your lapsed, new and VIP players with an AI voice agent that holds a two-way conversation and makes the offer your team has approved. The offer is sent by SMS only if the player agrees on the call. Every call is checked for signs of gambling harm, and flagged calls go to a person on your team. No CRM integration needed.
Talk to our demo agent as if you were a player. It's a fictional brand, so nothing is real or sent.
Uses your microphone.
Try saying:
- Go on then
- Not right now
- I've been losing too much and want to stop
- Stop calling me
- 3 checksfor gambling harm on every call
- SMS onlyif the player agrees on the call
- 1,000 callsa day on the standard plan
See How OnCue Works in 2 Minutes
Who is AI player reactivation for?
Built for retention and CRM teams at licensed sportsbook and casino operators, for the players your emails and push notifications no longer reach. We run three journeys. It's a managed service: we set it up and run it with you, so there's no new software for your team to operate.
Lapsed players: win back depositors who have gone quiet, with an offer your team approves.
New depositors: a welcome call that answers their questions and explains the offer you have approved.
VIPs: invitations and offer updates delivered as a conversation, not another email.
What problems does it solve?
Our lapsed players stopped opening emails and push months ago.
A call centre costs too much per agent to cover the whole list.
Our CRM team won't sign off anything they can't measure.
Compliance won't approve outbound calls without responsible-gambling controls.
How does AI player reactivation work?
You send a player list and the offer you want made.
We write the script with you. It goes through your compliance review, and your regulator's approval where required, before any call is made.
A random holdout group of players is left uncalled, so the result can be measured.
The agent calls within permitted hours, up to 1,000 calls a day, five days a week. If a player agrees during the call, the offer is sent to them by SMS.
Every outcome comes back to you. You send deposit data back, and we compare called players against the holdout.
A pilot runs for 30 days.
Does it work for casino and sportsbook players?
Yes. We run separate campaigns for casino and sportsbook players, because the rules treat them as separate products. In Great Britain, players opt in to marketing per product and per channel, and incentives can't mix product types, so a lapsed sportsbook player gets a sportsbook offer and a dormant casino player gets a casino offer. Each campaign has its own approved script.
- Casino
- Sportsbook
What responsible-gambling safeguards are built in?
What you provide
- A player list where marketing consent for phone calls is confirmed for that product.
- Self-excluded players removed using your market's register (in Great Britain, GAMSTOP).
- The offer and script, approved by your compliance team, and your regulator where required.
- A named person to own the harm-flag queue.
What we do
- During the call
- When the call ends
- Transcript scan
- Named person on your team
- Three independent checks for gambling harm on every call: during the call, when the outcome is classified, and in a separate scan of the player's own words.
- Every flag goes to your named person, and flagged numbers are blocked from future calls.
- Calling hours enforced as a hard block.
- The offer is sent by SMS only if the player agrees on the call.
- A complete record of every call, with flags kept in a log that can't be edited.
- You stay the data controller; we are the processor.
Is an AI caller better than a human one?
For welcome and reactivation calls at volume, usually yes. Not for everything.
Where the AI caller is stronger:
- The same call every time. It follows the script your compliance team approved on the first call and the thousandth. There are no bad days, and it never improvises an offer you didn't sign off.
- No pressure to hit a target. It isn't paid on commission, so it has no reason to push a player who isn't interested.
- A harm check on every single call. A human team can't review every conversation. Here, three independent checks run on each call, and every flag goes to a named person on your team.
- A complete record. Every call is logged, and flags sit in a record that can't be edited afterwards, which is useful when a regulator or your own compliance team asks what was said.
- Speed and scale. It can work through the whole list in the first days of inactivity, when a win-back is most likely, instead of whatever a team can reach that week.
- Fixed cost. A monthly fee for up to 1,000 calls a day, not headcount that rises with the size of the list.
Where a person is still better:
- Your top VIPs. Long-term relationships with high-value players belong with a dedicated human host.
- Complaints and disputes. Anything about an account, a payment or a grievance needs a person with authority to fix it.
- Players who need support. The agent spots the signs and hands over; your trained team gives the help.
The strongest setup uses both: the agent for the volume, and your people for the conversations that need them.
How do you know the calls actually worked?
A reactivation rate on its own counts every player who came back, including the ones who would have returned anyway. We measure every pilot against a random holdout group that gets no call, over a window agreed before launch. The number you see is the lift the calls actually caused, not a headline figure.
See what a pilot would look like for your player base.
Frequently asked questions
Do you need access to our CRM?
No. You send a player list, outcomes come back to you, and you share deposit data for attribution.
How do we know the lift is real?
A random holdout group gets no call. We compare deposits between called and uncalled players over a window agreed before launch.
What happens if a player says they're struggling?
All three checks route to your human review queue, and the number is blocked from future calls.
Which markets do you cover?
We set up local carrier routes for each market and check local calling rules and your regulator's requirements before launch.
Is calling players allowed?
It depends on your licence, your market and how consent was collected at registration. We work only within the consent basis you confirm and the scripts your regulator approves. This isn't legal advice.
How is this different from CRM automation?
Automation is the right tool for volume. A call reaches the players who have stopped opening your messages, and it's a conversation rather than another notification. Most operators use both.
Why not use a call centre?
A call centre suits your top VIPs and complex cases. For volume, an AI caller follows your approved script on every call, runs a harm check on every conversation and costs a fixed monthly fee instead of headcount. The strongest setup uses both.
Does the agent tell players it's an AI?
Yes. Every player is told at the start of the call that they're speaking to a virtual assistant.
What's the difference between a lapsed player and a dormant depositor?
A lapsed player has stopped playing for a set period, often 30, 60 or 90 days. A dormant depositor has deposited before but not recently, and may still log in or use bonus funds. You define the windows for your own base, and we build the list and the offer around them.