ARCTURA — AI Autonomous Support System
ARCTURA is an AI-powered autonomous customer support system built for a multi-brand iGaming operator. It delivers 24/7 autonomous customer support across live chat, covering 100% of non-VIP player interactions without requiring human agent availability.
Discovery Phase
Session 1 (Kickoff) held: 2026-04-28. Documentation is being actively populated. Sections marked ⚠️ are pending client input from discovery sessions.
What Makes ARCTURA Different
| Capability | Description |
|---|---|
| Real action execution | Applies bonuses, creates tickets, triggers PAM workflows — not just text responses |
| Risk validation layer | Every write action is validated before execution; nothing executes blind |
| Dual operating modes | Supervised (human reviews AI suggestions) and Fully Autonomous |
| Multi-brand from day one | Single system, multiple brand configs and tone profiles |
| Undetectable as AI | Responses must be indistinguishable from human support agents |
Scope at a Glance
| Area | Phase 1 (In Scope) | Phase 2 (Future) |
|---|---|---|
| Live Chat | ✅ | — |
| — | ✅ | |
| CRM / Optimove | — | ✅ |
| VIP Player Support | ❌ Always human | — |
| Non-VIP Support | ✅ 100% AI | — |
System Components
ARCTURA is composed of 10 documented components:
- Intent Classifier — understands what the player wants
- Business Rules Engine — applies client policies
- PAM API Integration — player account data and actions
- LiveAgent Integration — ticket and queue management
- Chat Widget — replaces LivePerson, custom-built
- Escalation Engine — routes to human when needed
- Pre-Execution Validation — risk layer for all writes
- Proactive Engine — AI-initiated outreach
- Multilingual Middleware — language detection and handling
- Admin Dashboard — metrics and operational controls
Documentation Status
| Section | Status | Audience |
|---|---|---|
| Project Charter | ✅ Draft | All |
| Stakeholder Register | ✅ Draft | Internal |
| Scope Document | ✅ Draft | All |
| System Specifications | 🔄 Templates ready | Developers |
| Intent Taxonomy | ⚠️ Pending chat analysis | Developers |
| Business Rules | ⚠️ Pending Session 3 | All |
| Discovery Sessions | 🔄 Session 1 complete | Internal BA |
| Backlog | ✅ Active | Internal BA |