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Entain said it had requested meetings with government officials to present its concerns directly and facilitate engagement between ministers and frontline shop staff before final budget decisions are made.
Alongside its warning on MGD, Entain revealed it had embarked upon a consultation process that may lead to the reduction of around 400 customer care roles from its 2,000-strong UK team.
According to David, the step forms part of Entain’s broader initiative to streamline operations, increase efficiency and improve customer experience, with the company aiming to create centres of excellence across locations.
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The framework also urged companies to implement rollback mechanisms and “kill-switch” controls for higher-impact systems.
For AI-powered customer support and chat, operators are encouraged to set clear parameters for when conversations should be moved to a human member of staff. These include repeated low-confidence responses, unresolved queries, indications of distress, or a customer simply asking to speak to a human.
The MGA said the charter will be reviewed periodically as technology and regulation develops.
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Spotlight, the group behind the media outlet Racing Post, hired Adam Gill as its new CTO in June amid continued investment in expanding the company’s product offering.
Gill, who joined from the market research company Savanta, is leading Spotlight’s technology and engineering across the group with a focus on engaging new audiences.
“As Racing Post enters its 40th year, there is a real opportunity to use technology to engage new audiences, deepen the value we deliver to operators and make AI a practical capability across the business,” Gill commented.
