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The framework also urged companies to implement rollback mechanisms and “kill-switch” controls for higher-impact systems.
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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Within iGaming itself, Yashin believes the implications of generative and real-time AI could ultimately extend into areas such as live casino, including AI-generated characters replacing physical presenters.
“I think the industry will adopt these technologies much more quickly than people might expect,” he says.
There will inevitably be imitators if swipe gaming establishes itself. Yashin welcomes that prospect, but believes any rivals would struggle to match the speed, creative output and trend-spotting capabilities that sit behind it.
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The report was commissioned by Evolution and was recently unsealed in the ongoing case. Evolution had tried to delay the report’s release, citing confidential and commercial sensitivity.
The case, which dates back to November 2021, was filed by Evolution against Black Cube, after the intelligence firm was found to have been secretly investigating Evolution’s activities from December 2020.
Playtech commissioned Black Cube’s investigation, which Evolution has described as a “smear campaign” involving secretly recorded interviews with staff members.
