01 / PLAYER
AI support widget
Players ask about deposits, withdrawals, accounts, and policies in your branded web chat. Answers draw on approved knowledge and read-only record lookups.
AI player support for online gaming operators
The next shift in player support.
Let AI handle the repeat questions. Give your team time for the work that needs a person.
Read-only accessYour records stay unchanged.
Human handoverUnverified answers go to your team.
Reviewable answersLookup and handover records you can export.
Product demo
See what happens after the player hits Send.
AI answers from your records. When it cannot verify, your team takes the conversation from there.
Illustrative conversations · Synthetic data · No live system connection
Explore:
Handed to the support team with lookup context. This conversation does not count as a billable resolution.
See the working platform. Request a private demo
Platform
Player chat. Team oversight.
BlackBay AICS brings player chat, human handover, operational records, and controlled knowledge into one support workflow.
02 / TEAM
Operations console
Your team receives live handovers and tickets with the conversation context. The console keeps conversation history and usage telemetry in view.
03 / CONTROL
Knowledge settings
Import and edit approved policies and game rules. Version the knowledge behind each answer, then export it when you need the record.
Web chat · Tagalog, English, Korean and Chinese. Additional channels are on the roadmap.
How it works
Connect your records. Keep control of access.
We host the platform. Start with your records, approved policies, and a team to receive handovers. Choose your own connector or paid managed onboarding.
Connect read-only
Use the open connector specification and SDK to connect your back office, or ask BlackBay to build the connector through paid managed onboarding.
Set the boundaries
Load the policies and guardrails your operation approves. BlackBay uses those boundaries when it answers and when it hands over.
Operate with oversight
The AI handles repeat questions. Your team takes the tickets that need a person, with conversation history and lookup context in the console.
Built in
Control stays with your operation.
The server and database enforce access boundaries. Automated checks run on every build.
Tenant isolation
Operator data is separated by tenant ID and database-enforced row-level security in the Standard service.
Read-only connectors
Write operations are rejected. With your own connector, credentials stay with you. Managed connectors use isolated workers and encrypted credential storage.
Escalation-first
If a lookup times out, fails, or cannot be verified, BlackBay stops and hands over a ticket with the facts. It does not present cached past values as current.
Exportable audit trail
Review and export the lookups, record IDs, guardrails, and handovers behind each answer. Records are protected against editing during the retention period.
Commercial model
Clear terms for the work the AI resolves.
Resolved-conversation pricing.
Plans include a monthly commitment. Usage is measured in conversations resolved by the AI, with lower unit rates at higher volumes.
Discuss Your OperationUsage
Resolved conversations count toward your plan’s billable usage.
Excluded
Unresolved and handed-over conversations do not count as billable resolutions. The monthly commitment still applies.
Included
Model costs are included. Your written quote sets the monthly commitment, unit rates, and onboarding fees.
Markets
Philippines-first. Operator-focused.
BlackBay AI is built for PAGCOR-licensed operators, with policy-controlled responses and responsible-gaming guardrails designed for the Philippine market.
We are pursuing PAGCOR SSP accreditation as part of our roadmap and expanding across regulated Southeast Asian markets.
Team
Built by people who ran player support.
Our founder built and ran AI support at a licensed operator before building BlackBay. That operating experience shapes the product.
Hans Tell
Founder & CEO · Product
Built and ran AI player-support operations as an operations coordinator at a PAGCOR-licensed operator. Previously worked in Samsung procurement and fund management.
Mitchell Park
Commercial Director
Advises on go-to-market and enterprise partnerships across Southeast Asia.
FAQ
Questions your team will ask.
01What counts as a resolved conversation?
A conversation counts as resolved 24 hours after it closes, provided it includes a substantive AI answer, no agent reply or ticket, and no same-intent follow-up within that window. Unresolved and handed-over conversations do not count as billable resolutions. Your plan’s monthly commitment still applies.
02What is BlackBay AI?
BlackBay AI is a white-label, cloud-hosted player-support SaaS for online gaming operators. It combines a web chat widget for players, an operations console for your team, and knowledge settings you control.
03How is this different from a help-centre chatbot?
Help-centre bots answer policy questions. BlackBay can also look up your records through read-only connectors. When it cannot verify an answer, it hands the conversation to your team instead of guessing. The lookup and handover remain in the audit trail.
04How does onboarding work?
BlackBay hosts the platform. Your team can build a read-only connection with the open connector specification and SDK, or use paid managed onboarding. We then load the approved knowledge and guardrails and run automated checks on every build.
05Who owns the data, and which model runs it?
Your operation owns its data. BlackBay does not use it for model training unless you opt in. Staff access requires explicit, time-limited permission and is logged. The model provider is named in your contract and is not changed without your consent. Provider data-use and retention terms are subject to the agreed contract. Our contract terms provide for export within 30 days of contract end and deletion within 90 days.
06Is it built for the Philippine market?
Yes. BlackBay is designed for PAGCOR-licensed operators, and we are pursuing PAGCOR SSP accreditation as part of our roadmap.
07Can we see the platform live?
Yes. Request a private demo and we will walk through the widget, operations console, knowledge settings, and handover flow in a working environment.
Request a private demo
Request a private demo
Private demo
Bring us a support question.
We will walk through the working widget and console, review your use cases, and discuss the connection your operation needs.
PlayerWeb chat and verified answers
OperationsTickets, handover, and review
ControlKnowledge, guardrails, and audit records