BOYLE Sports director on prioritising “human connection” when treating problem gambling

By juan365 casino news · September 5, 2026

Paano pinapahalagahan ng BOYLE Sports ang human connection sa pagtulong sa mga sugalero?

Sa panahon ng automation, naniniwala ang Irish bookmaker na ang personal na interaksyon ay hindi dapat palitan ng makina. “We prioritise creating a genuine human connection with our customers, alongside our technology,” sabi ni Smith. “We place huge importance in someone being on the other end of the phone in addition to online support.”

Dahil dito, mas madali nilang matukoy ang problem gambling behaviour—hindi lang sa datos, kundi sa actual na pag-uusap. Ang kanilang team ay sinanayang magbigay ng suporta sa pamamagitan ng tawag, chat, at harapang pag-uusap sa mga tindahan.

Bakit kailangan ng BOYLE Sports ang responsible gambling focus?

Ang gambling addiction ay sensitive na usapin, lalo na sa UK kung saan lumalawak ang operasyon ng BOYLE Sports. Ayon sa Gambling Survey for Great Britain (GSGB), 2.4% lang ng adults ang problem gamblers noong 2025—mas mababa kaysa noong nakaraang taon. Pero sa datos ng NHS England, 5% ng adults sa England ay at-risk o may problemang pag-uugali sa pagsusugal.

Kahit 1% lang ang klasipikadong problem gambler, iyon ay mahigit 500,000 na tao—sapat na dahilan para seryosohin ng mga operator ang isyung ito. Sumali na ang BOYLE Sports sa mga kumpanyang katulad ng Flutter Entertainment (kasama ang EPIC Global Solutions) at Entain (kasama ang Better Change). “We recognise that individual circumstances and levels of risk can vary,” paliwanag ni Smith. “We maintain a comprehensive framework of safeguards, guidance and support designed to help customers manage their gambling.”

Responsible Gambling Toos	Deskripsyon
Spend Limits	Mag-set ng maximum na pwedeng ipustos sa isang araw, lingo, o buwan
Reality Checks	Mag-riseb ng alarma tuwing ilang oras para maalala ang oras at gastos
Time Out	Mag-pahinga mula sa pagsusugal sa loob ng ilang araw o lingo
Self-Exclusion	Permanenteng pag-block sa account para hindi na makapag-sugal

Ano ang advantage ng omnichannel approach ng BOYLE Sports?

Ang BOYLE Sports ay mayroong 400+ tindahan sa UK at Ireland, at patuloy ang pag-imprunda ng £100 milyon (2024) para sa teknolohiya, sportsbook, at ekspansyon. Ang omnichannel ay nangangahulugang isang customer ay pwedeng mag-sugal online o sa tindahan, pero pareho lang ang datos at suporta.

“Our omnichannel approach gives us a unique advantage by combining technology-driven insights with the value of human interaction,” paliwanag ni Smith. “Our technology can identify and flag changes in customer behaviour across our digital and retail channels, while our teams can add the important personal perspective that data alone cannot provide.”

Sa pamamagitan ng single customer view, ang mga alarma mula sa teknolohiya ay pinag-sasama sa actual na obserbasyon ng mga tauhan sa tindahan. “Regular face to face interactions in our stores can help our colleagues understand a customer’s behaviour, circumstances and changes in their activity,” dagdag niya.

Saan napupunta ang investment ng kumpanya?

Bukod sa teknolohiya at ekspansyon, ang pinakamahalagang investment para sa BOYLE Sports ay ang Responsible Gambling team. “The business has experienced exciting growth across all areas, but for me the most important investment has been the significant growth of the Responsible Gambling team,” sabi ni Smith.

“While many other businesses continue to take their focus away from the human touch, we have doubled down on it – we understand that it’s our people that make the most impact to our responsible gambling function.”

Nag-launch din sila ng bagong platform na nag-bibigay sa Safer Gambling team ng isang sentralisadong view ng customer. “This allows us to respond more quickly and accurately where it matters most, ensuring our Safer Gambling specialists can spend less time navigating systems and gathering information, and more time using their expertise to support the customers who need meaningful interactions the most.”

Paano nila binabawasan ang stigma at pinapalakas ang kolaborasyon?

Ang Gambling Commission ay nag-propose ng Financial Risk Assessments (FRAs) para sa UK, na marami ang tumutulang dahil posibleng itulak ang mga player sa blak market. Pero para sa BOYLE Sports, na walang record ng settlement para sa social responsibility failures, ang solusyon ay kolaborasyon—hindi regulasyon.

“The industry has an important role to play in this by contributing constructively to the wider conversation, sharing relevant insights into the behavioural patterns and trends, and helping improve public understanding of the factors that can contribute to gambling-related harm,” sabi ni Smith.

“Greater openness and collaboration can help challenge misconceptions, encourage people to recognise when they may need support and make conversations about gambling and wellbeing more accessible. Remoing stigma starts with creating a more open and informed conversation around gambling-related harm, recognising that anyone can experience difficulties and that seeking support should not be seen as a source of shame or judgement.”