Great OutcomesGreat Outcomes

Talk now: from a failed age check to a team member, with nothing lost

How a MyLotto player who can't get past age confirmation gets help from a Digital Assistant, and, when they need one, a member of the Customer Support team who already knows the story.

Follow the path for
Flow from a failed age check, through the Digital Assistant, to a live handover or an out-of-hours follow-up PlayerAge confirmationdoesn't go through PlayerTaps Talk now in theapp or on the website Digital AssistantAnswers in the browser,knows what failed Digital AssistantCoaches a retry,one step at a time PlayerVerified.All set. Needs ateam member Live handover Team open Out of hours Team closed Digital AssistantConfirms the best mobileto reach the player PlayerTheir phone ringswithin seconds Customer SupportWarm handover. Briefedbefore they say hello Digital AssistantLets them know the teamis closed right now PlayerBooks a call from the team,or uses the manual form Customer SupportCalls when the team opens,notes already there Players who prefer typing can still use live chat during chat hours.

Why a player needs a team member

Most players never get this far. For those who do, only some need a live conversation; the rest are better served by the manual form or a follow-up.

Needs a live handover

  • The ID checks out but doesn't match the MyLotto profile. Someone needs to look at the ID and update the profile.
  • Wellbeing. The player is distressed or mentions gambling harm. A person, plus the Gambling Helpline.
  • They ask for a team member, or want to make a complaint.

A form or follow-up handles it

  • Still stuck after coaching, or no NZ licence or passport. The manual form is the right path.
  • A manual form is already in and they want to know where it's up to.
  • Not an age-check problem, such as a locked account or a name change. A normal support contact.

What the team receives

A spoken briefing. Before the player joins, the assistant tells the team member who is coming, what failed, the check result and what has already been tried.

A written summary, at the same moment. Preferred name, the step that failed, the check result, what was tried, and links to the transcript and recording. It never includes an ID number or date of birth.

Every conversation also feeds a live dashboard for tracking and reporting.