Rank Group has updated its customer protection efforts with a new innovative real-time safe gambling monitoring system called Hawkeye.
This is an initiative that targets active players who may exhibit sudden changes in online gambling behavior that may not be flagged by existing safer controls and thresholds.
The inspiration behind the dashboard came from the way trading desks work, where information can be delivered through transactions as they happen.
Liam Smith, Director of Customer Experience at Rank, said: “We have made significant strides using artificial intelligence to support our addiction model, which aims to identify potential harms associated with gambling, and we have also improved our digital accessibility framework to evaluate customers. at every stage of their stay with us, from registration to deposit and withdrawal.
“We are well aware that this work will never be completed, but we have accelerated the pace of innovation and adoption of safe gambling, and this can only be beneficial for players in terms of providing an optimal level of protection.
“We are well aware that playing at high speeds is a cause for concern, and therefore, last year we focused on solving this problem.”
The group that owns Grosvenor Casinos and Mecca Bingo has already invested heavily in the firm's customer support center, and this new development builds on real-time player monitoring that has been in place for several years.
During the Covid-19 pandemic, the group has made a concerted effort to protect its customers at a time when they may be most vulnerable.
In particular, the group has implemented availability checks for customers at an early stage of business relationships with consumers.
The group has also developed data-driven "triggers" to identify players who are most at risk.
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