Web chat widget
Tagalog · English · Korean · Chinese
Customer care & managed operations for online gaming operators
Before they ask again, plan the next update.
Answers grounded in your records, implemented today as web chat. A care plan for ownership and follow-up, proposed scope by scope.
Read-only recordsTransaction execution and approval stay with you.
Facts in every handoffUnverified answers become tickets with record IDs.
Inspectable evidenceAudit logs that application roles cannot edit.
Web chat implementedTagalog, English, Korean and Chinese, each validated before launch.
On this page, Implemented marks the platform foundation shown in a private demo; each deployment is accepted separately. Proposed marks care design that enters scope after acceptance.
Implemented foundation
Answers from the source record.
After identity checks, AICX reads your records read-only, validates the answer, and hands off what it cannot verify.
Read-only lookups
Account, KYC, transactions. Writes are rejected.
Validation
Unknown causes stay unknown.
Evidence tickets
Facts and record IDs in every handoff.
Human reply in the same chat
Your team continues in the same thread with the checks already done.
Tenant isolation
Tenant ID and row-level security.
How one conversation flows
- 01IdentifySession identity check
- 02Look upRead-only record query
- 03ValidatePolicy, knowledge, protection wording
- 04Answer or hand offVerified answer with evidence, or a ticket with facts and record IDs
- 05Human repliesIn the same chat, with context
Contract terms, accepted before launch
- 24h incident notice (S1)
- Export within 30 days
- Deletion within 90 days
- 24-month default audit retention
- Audit logs app roles cannot edit
Implementation foundation confirmed Retrieval, validation, evidence tickets and human chat handoff. Care actions need separate permissions and acceptance. Traceability supports compliance work; it does not establish certification or complete employee-access auditing.
See the audit trail in a working environment. Request a private demo
Predecessor-engine evidence
Most conversations ended without a person stepping in.
≈80%of conversations were not escalated to a person.
62%of inquiries arrived outside 09:00–18:00.
Predecessor engine: the AI support engine our founder ran at a PAGCOR-licensed operator. AICX is a separate build; 30-day measurement, shares only. Measure outcomes in your own scope. An answer sent is not an issue resolved.
Measure it in your own scope. Request a private demo
AI and human roles
Give people the facts AI has already checked.
Human replies in the same chat are implemented. Staffing and hours are a separate scope.
AICX handles
- Identity-based record checks
- Policy answers and first responses
- Facts and record IDs passed in tickets
Your team decides
- Withdrawal approval, credits, unlocking
- KYC and AML concerns, complaints
- VIP relationships and protection needs
Channel scope
One support journey, channel by channel.
Web chat is implemented. Each added channel is enabled only after country, use-case and provider checks.
- Web chatImplementedFour languages, each validated before launch
- Connector API / SDKImplementedRead-only, open specification
- In-app · Email · PushPlannedIntegration acceptance; native SDK separate
- SMS · Two-way SMSPlannedCountry, use-case and provider approval
- WhatsApp · RCS · MMSPlannedSend and receive acceptance checks; WhatsApp excluded for Philippine online gaming
- Voice · Callbacks · Call centrePlannedIntegration checks; staffing separate
Implementation evidence is not a production availability guarantee. Only contracted channels, uses and capacity are enabled.
Care plan · proposed
“Do I have to explain again?” Plan care that answers no.
Design scope on top of the implemented web chat. It enters the contract after acceptance.
- 01
Context
Ask only for what is missing. Reuse permitted prior evidence.
- 02
Ownership & next update
Assign the team. Track each promise: scheduled, delivered, fulfilled or breached.
- 03
Outcome
Verify the result. Respect protection and human-support requests.
Care design proposal Promise, ownership, unified case and customer portal are new design and acceptance scope.
Managed operations & commercial proposal
Agree the work and the price before expanding the scope.
Software plus agreed integration, quality, changes and operations. The written quote governs.
01 / Implementation
Connect, configure, test, hand over
Prerequisites and acceptance agreed up front.
02 / Monthly operations
Volume, support hours, QA, changes, reports
Named owners check connectivity and missed handoffs.
03 / Approved expansion
More channels, brands, capacity
Allowances, pass-through costs, caps and approvals agreed.
Total cost=
Software+
Managed work+
Remaining labour+
Setup · integration · usage
Proposed offer Black-Bay Managed Customer Care. Full human outsourcing and unlimited development are separate. Time saved does not automatically become payroll savings. Software billing per eligible AI-only conversation remains available; see the FAQ.
Markets
Philippines-first. Operator-focused.
Black-Bay AICX is built for online gaming operators, with policy-controlled responses and responsible-gaming guardrails designed first for the Philippine market and PAGCOR-licensed operators.
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 Black-Bay AICX. 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 is Black-Bay AICX?
A customer care and managed operations proposal for online gaming operators, built on a cloud-hosted web chat foundation: a branded widget for customers, human replies in the same chat, read-only record lookups, evidence tickets and knowledge you control.
02What is implemented today, and what is proposed?
Implemented foundation: the web widget, identity-based record retrieval, validation, evidence tickets, human chat handoff, tenant isolation with row-level security, AI-only billing and per-chat resource caps. Proposed scope: follow-up ownership and tracked promises, unified cases, a customer portal, a managed console, added channels, and Dedicated or Regional deployments. Implementation evidence is not a launch commitment; each deployment is accepted separately.
03What counts as a billable AI-only conversation?
A conversation is confirmed 24 hours after it ends when it has a substantive AI answer, no human message or ticket, and no same-customer, same-intent repeat contact within that window. It is a billing criterion, not proof of resolution. Handed-over conversations are not billed, and the 72-hour repeat-contact KPI used in pilots is a separate measure.
04Is there a pilot option?
A 90-day pilot is an option, with penalty-free exit at day 30 or 60. Scope is agreed first and the written quote governs. New care features and managed work need separate scope.
05How is this different from a help-centre chatbot?
Help-centre bots answer policy questions. AICX also looks up your records through read-only connectors after identity checks. When it cannot verify an answer, it hands the conversation to your team with the facts and record IDs instead of guessing, and the lookup and handoff stay in the audit trail.
06How does onboarding work?
We host the platform. Connect read-only with the open connector specification and SDK, or through paid managed onboarding. Approved knowledge, guardrails and protection wording are loaded and validated per language, and automated checks run on every build. Launch follows acceptance of sessions, languages, fields, connector, support hours and the written quote. One channel, one language and five intents are an optional starting scope.
07How should we budget for adoption?
Start with actual spending: support, investigation and QA labour, outsourcing, overtime and tools. Then count the total cost after adoption: setup allocated over an agreed term, the monthly fee, communication and model fees, overages, remaining labour, integration upkeep, training, changes and taxes. Time saved does not automatically become payroll savings, and we do not assume uplift or ROI.
08Who owns the data, and which model runs it?
Your operation owns its data. AICX does not use it for model training unless you opt in, and no platform-staff conversation viewer is offered. Direct database access needs additional audit procedures. Chat and retrieved data reach the model, so connector responses should minimise personal data and secrets; field-level transfer and provider training and retention terms are agreed before contract. One model provider is named in your contract and is not changed without your consent. Export within 30 days of contract end and deletion within 90 days are contract terms.
09Is it built for the Philippine market?
Yes. AICX is designed first for PAGCOR-licensed operators, and we are pursuing PAGCOR SSP accreditation as part of our roadmap. This proposal excludes WhatsApp for Philippine online gaming.
10Can we see the platform live?
Yes. Request a private demo and we will walk through the widget, the team’s reply-and-ticket view, knowledge settings and the handoff flow in a working environment, then map one of your own support journeys onto it. The managed console is proposed scope.
Request a private demo
Request a private demo
Next step
Start with one issue your customers keep asking about.
Use one real support journey to agree AICX scope and cost. One channel, one language and five intents are an optional starting scope. We walk through the working widget and handoff flow, then map your case onto it.
01 · Problem and baselineRepeat contacts, open actions and source systems
02 · Scope, cost and ownershipData, channels, permissions, acceptance and service hours
03 · Accept, operate, expandLaunch the accepted scope; expand after reviewing outcomes