FOCAL POINTS Newsletter – May 2021
Issue 2 – May 2021
Welcome to the second edition of the FOCAL POINTS Newsletter and Version 2.0 of the ALeRT BETTOR Protection System. We are proud to announce that ALeRT is now deployed in over 150 locations and is being adapted and tested for wide area networks and online gambling environments.
As many businesses continue to navigate the pandemic and others prepare to reopen to the public, read on to learn how we have been updating ALeRT to keep meeting your changing needs.
- ALeRT Version 2.0
- Report: Evaluating the Impact of Safer Gambling Customer Interactions
- Protecting Customers During the Pandemic
- Daily Player Updates for ALeRT
- Extended Coverage of Casino Player Protection to Include Table Games in 2021
- New Affordability/Over-Spend Models
- ALeRT Practical Training Guide
- Future Development for Non-Account Based Customers
Coming Soon: Strategic Interaction Models for Protecting your Online and Digital Customers
New Developments
ALeRT Version 2.0
The ALeRT BETTOR Protection System has been updated to version 2.0 featuring a fresh new look and software enhancements that will allow for easier customization in future developments.
Report: Evaluating the Impact of Safer Gambling Customer Interactions
Focal Research has just published a new report using player data gathered during the 2019 UK Casino Trial of the ALeRT BETTOR Protection System. The Trial took place from November 2018 to February 2020 assessing the impact of safer gambling interactions by staff. The results found staff were effective in using the system to identify and prioritise assistance for those most likely to benefit from additional customer support with sustained engagement resulting in significant reductions in risky play patterns.
Additional strategies are discussed for helping casino staff encourage healthy attitudes and lower risk behaviours leading to improved customer outcomes.
Read the Highlight Report here.
Protecting Customers During the Pandemic
Focal developed new custom risk detection models for our licenced operators to adjust for changes in play patterns due to COVID-19. Player behaviour was analysed throughout 2020 and found to differ significantly from pre-pandemic baselines. The development of new models takes into account the impact of closures, changes in hours of operation and other business practises for detecting player risk.
Current Projects
Daily Player Updates for ALeRT Coming Q2
ALeRT will be customizable for operators who wish to start uploading their data more frequently than once per month. Player profiles will still be stored historically on a monthly basis but operators will be kept up to date on current play behaviours.
Extended Coverage of Casino Player Protection to Include Table Games in 2021
Model development for table games was underway for participating operators before being interrupted by COVID-19 closures and will resume once all operators have re-opened with the models scheduled for release in early Fall 2021.
New Affordability/Over-Spend Models
A new algorithm has been developed for account-based customers to specifically detect a key sub-segment of at-risk machine gambling and electronic roulette players that are most likely to be spending beyond affordable limits. Such models can be applied generally and will direct operator’s attention to this specific group of interest. The model can be used in addition to an operator’s custom models once play patterns return to normal post-pandemic but also offers an option for smaller operators who do not yet have custom models for detecting risk and interacting with such customers.
ALeRT Practical Training Guide
ALeRT Practical Training is a new resource that guides users through five levels of interaction with players offering engaging lessons and role-playing exercises linked to practical use of the ALeRT System.
Research
Future Development for Non-Account Based Customers
A new model prototype has been developed for identifying at-risk play sessions to ensure player protection of ‘non-account based’ gambling (using anonymous machine data). These models performed well during the research phase when compared to a gold standard (PGSI & FLAGS risk scores). The new models can be used to trigger interactions or safer gambling messages during live play for all customers not just members (account-based customers).
Tips from Tony:
In this edition Tony focuses on players spending beyond their affordable limits. Click here to learn about the characteristics of these players and how to assist them.
Focal Research Consultants Ltd.
7071 Bayers Road, Suite 309
Halifax, NS B3L 2C2
Canada
Tel: +1 902 454 8856
Email: focal@focalresearch.com