Getting to know InsightPlay

InsightPlay – can you give us a quick lowdown on the business, your core products and what you bring to the market?

“InsightPlay is a fast growing AI engagement and activation platform for iGaming operators and digital entertainment brands. Our mission is to transform how operators connect with players, driving measurable results across acquisition, retention and reactivation. We have two core business units – our flagship AI engagement platform which powers acquisition, reactivation and compliance workflows, and our fast-growing AI content and influencer division, which helps brands to automate large-scale social content production. Together, these engines position InsightPlay as one of the most dynamic AI suppliers in the industry.”

Who are the main people behind InsightPlay and how did you get together?

“InsightPlay was founded by myself, Javier Troncoso, and Cristian Barbosa. We met while working at Futbol Sites, a company that Javier was a partner of and that was acquired by Better Collective back in 2023. I started developing sports websites in the early 2000s, co-founding leading sports websites in Chile like RedGol. As a partner of Futbol Sites, I moved to Mexico City to run the regional commercial expansion across Latin America, while Cristian was in charge of leading the commercial efforts for the iGaming vertical. After exiting Futbol Sites, we decided to tackle different problems and opportunities we had seen over our commercial journey in igaming when speaking to operators mostly in acquisition and reactivation of users, supported by AI developments.”

Tell us more about your AI engagement and activation platform, and how it drives acquisition and retention.

“Our solution uses conversational AI agents for player interaction. With both outbound and inbound AI agents, players can be engaged contextually with each interaction optimised for personalisation, efficiency and measurable impact on LTV. It can be deployed as both voice and text agents, in multiple languages, each fine-tuned for iGaming, and also offers orchestration and promo delivery based on player segmentation. It’s fully attributed, with transcripts, call recordings and performance outcomes for both internal analysis and use, as well as for regulatory and compliance purposes.”

Can it be used in a customer support capacity? And if so, how does it empower human agents to deliver a better service to players?

“Absolutely. Our enterprise-grade AI support agents resolve FAQs, handle payments, verifications and account actions, while escalating to human teams when needed. It’s designed to lower handle time, improve CSAT and maintain compliance with responsible gambling policies. It also includes features like seamless integration with Zendesk, CRM and ticketing tools, with customisable tone and workflows aligned with the operator’s brand and market. Most importantly, it provides smart escalation based on sentiment intent and/or requirements. This makes it a powerful tool for customer support staff as our Agentic AI solution does much of the heavy lifting and then only escalates when absolutely necessary, allowing human agents to focus on more important tasks such as responsible gambling.”

You mentioned that operators get transcripts and insights from the conversations your autonomous agents have with their players. What added value does this bring?

“Our solution has a secure analytics layer that transforms every conversation into business intelligence. It allows operators to identify player segments, predict churn, optimize bonuses and promo spend and feed real data into the BI stack. All of this is done with our enterprise data governance. Digging into what we offer in a bit more detail, operators can take advantage of automatic structuring of conversation data for reporting and modelling. They can also export to Looker, BigQuery or Redshift via secure APIs and also leverage predictive LTV and cohort analysis for CRM and marketing automation, allowing them to drive efficiencies while rewarding the right players at the right time.”

You recently signed a deal with leading Mexican online casino and sportsbetting brand, Winpot. How are your solutions supporting the operator’s acquisition and retention activity?

“We were thrilled to join forces with Winpot and to help boost player engagement in Mexico where it has quickly emerged as one of the most popular online casino and sportsbook brands in the market. Winpot is using our AI-driven voice and text agents to enhance customer interaction through personalised and automated engagement. Having recently deployed our tools, Winpot is already increasing player lifetime value while improving efficiency and unlocking new revenue opportunities.”

Is the LatAm market your main focus right now or are you looking to push into other regions and jurisdictions?

“LatAm is our main focus right now and partnerships with the likes of Winpot are helping to establish InsightPlay as a major player in the region. We are also trusted by the likes of Codere, BetPro and Starplay, so some of the biggest brands in the market. This is because our solutions are a great fit for LatAm jurisdictions as they are fast-growing, competitive and with scope for operators to build significant market share so long as they are able to engage players and communicate with them in a way that is authentic. And that’s exactly what InsightPlay allows them to do.”

What can we expect from InsightPlay in the coming 12 months?

“There’s incredible momentum behind the business and we plan to build on that throughout 2026. We rounded off the year by achieving ISO 27001 and SOC 2 certification, just seven months after we were incorporated as a company. Moving into the New Year, we will continue to enhance our products and solutions, strengthen the relationships we have with our existing operator clients and secure additional partnerships. If 2025 was the year we found our feet, 2026 will be the year InsightPlay really gets into its stride.”