Most likely, as with all AI as a service startups. After a certain mass of users the models can’t keep up. So to reduce the response times they pay offshore firms to have real people answer the chat. Unfortunately, doctors willing to answer a chat all day are way less numerous than cheap labor.
That’s an awful take. Most of the whales and people caught in the casinos who suffer the highest financial loses are neurodivergent or people with mental illnesses, kids with their parents credit card, the elderly and overall the most vulnerable to manipulation. Those are the people that the gambling mechanics specifically aim for.