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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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Peter Kesitilwe, CEO of the AiA, said the industry’s growth must be matched by a stronger focus on player protection, highlighting the need for greater collaboration between regulators and operators.
“As Africa’s gambling industry continues to grow, player protection must grow with it,” he said. “Africa Safer Gambling Week brings regulators and industry together around a shared commitment to safer gambling and stronger consumer protection.
“We fully support consumers having the tools and information they need to gamble responsibly, this week, like every week, is about ensuring our customers’ safety.”
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