Raphie, the iGaming-native customer support and CX provider, has achieved end-to-end automation for supported ticket categories in its operation for BetSaracen.
The company built BetSaracen’s customer support and payments operation from the ground up in 2022, and that same operation has since evolved into a mature AI deployment.
Raphie’s AI platform now handles 50% of ticket volume end-to-end, with that figure continuing to expand as more of the player journey becomes automated.
Player satisfaction has remained above 90% throughout the transition, demonstrating that automation does not have to come at the cost of the player experience.
BetSaracen operates in a regulated North American sports-betting market, having launched in Arkansas, where Raphie took full ownership of the customer support build from day one.
Raphie recruited and trained a dedicated team of agents and payments specialists with both iGaming and financial operations experience when BetSaracen first prepared to launch.
Within weeks of that initial build, Raphie had 24/7 coverage in place across account issues, promotions, and payment requests, alongside a dedicated payments and fraud function managing withdrawals.
The company partners with iGaming operators, including sportsbooks and online casinos, to enhance CX processes and transform customer journeys in ways that positively impact player satisfaction, retention, lifetime value, and churn.
For eight years, Raphie has built and operated a turnkey iGaming platform for operators, running player support functions directly by hiring, training, and managing teams of up to 200 agents for a single brand.
That deep operational foundation is what now powers Raphie’s AI platform, giving the company a unique advantage when transitioning operators toward automated support models.
The platform has helped migrate operators from heavy human operations to 80% or more automation end-to-end, without sacrificing the quality of the player experience in the process.
BetSaracen’s journey from a freshly launched Arkansas sportsbook to a largely automated support operation illustrates how iGaming brands can scale intelligently over time.
The case also highlights a broader industry shift, as more operators look to AI-driven solutions to manage growing player bases without proportionally expanding their human support headcount.
