01
Command view
One screen, every at-risk dollar · synthetic demoValue at risk — next 30 days
—
Value at risk =
Σ flagged players: P(churn) × 6-month expected NGR. Saved MTD = verified saves × realised 6-month value, net of offer cost.Decision loop — today's scan
RG suppression runs before routing: self-excluded, cool-off, RG-watch and opt-out players are removed from the contact pool — no message, no offer, no exception.
Advisory — what the engine recommends today
Each recommendation carries its evidence and expected impact — auditable, never a black box.
02
The churn model
Gradient-boosted survival model · retrained weekly · synthetic demoRisk score distribution — active base
Intervention threshold at score ≥ 65. Everything right of the line enters the queue.
What drives the score
Top signals, by model weight.
03
Tier routing — who gets a bot, who gets a human
The core design decision · synthetic demo
Fully automated
Mass
—
flagged today · auto-queued
- VELA drafts per-player email / SMS / push from the churn driver
- Sent automatically in each player's optimal window — no agent touch
- Offer capped by tier economics; A/B control group held out
- Frequency cap 1 contact / 72h across all channels
Agent-assisted
Premium
—
flagged today · awaiting agent action
- VELA drafts the response; CRM agent approves in one click or copy-pastes into any channel
- Agent may edit before send — every edit trains the drafts
- SLA: actioned within 4 working hours of flag
- Escalates to host if two touches go unanswered
Human only
VIP
—
flagged today · host assigned
- Never automated. A VIP at risk is a phone call, not a template
- VELA prepares the host briefing: context, talking points, approved gestures
- Host logs the outcome; engine verifies the save at day 30
- SLA: host contact within 24h of flag
04
Intervention queue
Click a player to open the VELA response · synthetic demoEst. net save =
P(churn) × 6-mo NGR × tier save-uplift − offer cost. Queue ranked by net save value, not by score — the engine spends effort where the dollars are.05
VELA response studio
Copy-paste for agents · auto-send for mass · briefing for hosts06
Save performance
Verified at day 30 vs held-out control · synthetic demoWeekly saved value — trailing 12 weeks
Net of offer cost, verified saves only.
Net saved valueOffer cost
Save rate by tier — vs control
Uplift = treated save-rate − control save-rate. Control groups are held out per tier every cycle; a retention programme that can't beat its control is a discount programme.
07
Responsible-gambling guardrails
Enforced in code, upstream of every messageSuppressed from today's contact pool
Suppression is absolute: a suppressed player cannot be selected, drafted for, or contacted by any channel — including manually from this screen.
The rules the engine cannot break
⛔
Self-excluded and cool-off players are invisible to the retention engine — removed at ingestion, not at send.
📉
Loss-chasing signals suppress offers. A churn driver of "big loss + rapid redeposits" routes to an RG check, never to a win-back bonus.
🕐
Frequency caps: max one retention contact per 72 hours across all channels; quiet hours respected per jurisdiction.
💬
No urgency or pressure language. VELA's drafts are screened: no "last chance", no countdowns, no loss-framing. Plain-language bonus terms in every message.
⚖️
Jurisdiction-aware: bonus rules, opt-in requirements and marketing-consent flags applied per licence; every send logged for the regulator.
08
Live support · VELA copilot
VELA drafts the agent reply, screens it, agent sends · synthetic demoInbound player message
VELA draft for agent
Every VELA draft is screened for urgency, countdown and loss-framing language before the agent sees it. RG-flagged messages are replaced with a safer-gaming response and held for human review — they never auto-send.