In the online gaming and betting market, growing without responsibility isn’t success — it’s risk. The case developed by 2clix with Grupo Esportes Gaming Brasil (Esporte da Sorte) brought together Customer Success, artificial intelligence and responsible gaming to spot signs of vulnerability, anticipate risky behavior and protect the customer before a critical situation could develop.
The initiative consistently raised customer satisfaction and the brand’s recommendation score, and earned Esporte da Sorte and 2clix Gold in the Customer Success category at the ClienteSA X Summit 2026 (a Brazilian customer experience awards program).
2clix and Grupo Esportes Gaming Brasil receive the Gold award in the Customer Success category at the ClienteSA X Summit 2026.
The winning project
The project brought Customer Success, artificial intelligence and responsible gaming together into a single customer-care strategy.How it works
The technology began analyzing sentiment, resolution, churn risk, NPS, CSAT and behavioral patterns in conversations, identifying signals such as language of frustration, compulsive behavior and possible financial risks.Whenever a critical pattern was identified, the operation gained the chance to act in a human, preventive and responsible way, turning data into real care for the customer.
Results
Throughout the rollout, the operation posted consistent quality gains, with a significant increase in positive customer sentiment and in the number of brand promoters. Spontaneous user testimonials reinforced the perception that service had improved.The lesson learned mattered as much as the numbers: intelligence applied to customer relationships isn’t only about increasing retention. It also helps protect customers, guide ethical decisions and build healthier, more sustainable relationships.
The case
In the online gaming and betting segment, delivering a good experience goes well beyond raising satisfaction and retention. It also means recognizing signs of vulnerability, anticipating risky behavior and protecting the customer before a critical situation develops. That was the lens used to build this case, putting Customer Success and artificial intelligence to work in favor of responsible gaming.The award
Winning Gold in the Customer Success category at the ClienteSA X Summit 2026 recognizes the work developed by 2clix and Grupo Esportes Gaming Brasil (Esporte da Sorte) to unite Customer Success, artificial intelligence and responsible gaming in a single customer-care strategy.The project shows how technology can identify risk signals in conversations and turn data into human, preventive and responsible action.
2clix thanks Grupo Esportes Gaming Brasil (Esporte da Sorte) for its trust and partnership, as well as every professional involved in building this case.
Congratulations to everyone on this important recognition!
To learn more about the awards and see other details of the ClienteSA X Summit 2026, visit 2clix’s post on LinkedIn.
