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Raphie

Raphie

Raphie (formerly Conduet) is an AI customer-support platform for sportsbook and iGaming operators. Its AI agent resolves player tickets using live PAM data, an AI CoPilot guides human agents, and gaming-trained expert agents in the US and the Philippines handle complex cases.

General information

Website
www.raphie.com
LinkedIn
linkedin.com/company/raphie-cx
Contacts
LinkedIn: www.linkedin.com/in/nige-roberts-4b576713aEmail: [email protected]
Category
Support
Legal entity
CX Management Services, Inc. (d/b/a Raphie)
Problems it solves
  • High cost of staffing player support
  • Ticket surges during big sporting events and market launches
  • Generic AI that cannot see account data in the PAM
  • Long handle times and slow ramp-up of new agents
  • KYC, payments and responsible-gaming queries that need compliant handling
  • Lapsed players who are never re-engaged

Tools

  • AI Support Platform

    An AI agent that resolves routine player tickets end to end, reading account context from the PAM, taking actions and replying in the operator's brand voice, in multiple languages.

  • AI CoPilot

    Real-time suggestions and next-best actions for human agents, to cut handle time, keep answers consistent and compliant, and speed up onboarding of new hires.

  • Expert Agents

    Trained, supervised CX teams in the U.S. and the Philippines for inbound support, payments and fraud, KYC and registration, funding support, lapsed-player activation and acquisition campaigns.

  • Player-journey workflows

    AI-guided onboarding and deposit flows, KYC decisioning, responsible-gaming monitoring, payment and fraud anomaly workflows, outbound reactivation and personalised bet recommendations.

  • Managed PAM and ticketing integration

    Raphie connects to the operator's PAM and ticketing systems and handles QA, testing, rollout and monitoring itself.

  • Security and audit

    Audit trails for every interaction, PII redaction, end-to-end encryption and safeguards against hallucinations and prompt injection, built to SOC 2 Type II and GDPR standards.

AI

Uses AI

Raphie's AI agent reads live player context from the operator's PAM and CRM, takes approved actions and escalates complex or sensitive cases to people with a full audit trail; CoPilot gives human agents AI suggestions in real time. The platform is trained on the operator's historical tickets, FAQs and player data during deployment and is described as model-agnostic.

Client references

Integrations

  • Amelco

About

Raphie is an AI customer-support platform built for sportsbook and iGaming operators, including online casinos, sweepstakes casinos, poker, lottery and prediction markets. Founded in 2019 as Conduet, a specialist player-support operation for US operators, the company built an AI platform called gameLM on that experience and, from August 2026, brought the business and the platform together under the Raphie name.

The product has three parts that operators can combine. The AI Support Platform resolves routine tickets end to end; Raphie states it automates 80%+ of inquiries, and its co-founder reported about 74% resolution and 88% player satisfaction in live production. CoPilot supports human agents with real-time suggestions. Expert Agents are gaming-trained teams in the U.S. and the Philippines who take escalations and specialist work such as payments, fraud and KYC.

What sets Raphie apart from generic chatbots is access to account data: the AI connects to the operator's PAM, CRM and ticketing systems and uses live player context to answer questions about withdrawals, bonuses, bets and verification. Raphie runs the integration, testing and rollout itself, so the operator's developers are not pulled off product work, and a typical proof of concept covers one use case over ten weeks.

Responsible gaming and compliance are built into the workflow: every interaction is logged with an audit trail, sensitive data is redacted, guardrails guard against hallucinations and prompt injection, and cases that need judgment go to trained people. The platform is described as model-agnostic and built to SOC 2 Type II and GDPR standards.

Raphie names Hard Rock Digital, which used it for its Florida launch and grew the team from about 40 to over 400 agents, and BetSaracen in Arkansas, where it built CX and payments operations on the Amelco platform. Soaring Eagle, Jackpocket Casino and Modo Casino also appear as clients, and the company is now expanding into European markets.