Prepared for FanDuel Technology · October 2026
Support, AceAI and promotions on one platform, under one set of rules. Every reply, call and offer passes a responsible gaming guardrail first. Built with your engineers, then run by them.
01Inbound support
Every support question, on chat and voice, in the app and on fanduel.com
Limits, withdrawals, verification, settlements, promotions, tax forms: the support queue, answered by one expert in the corner of fanduel.com and the app, on chat and on the phone. It reads the player’s account, My Spend, limits and payments before it speaks, and before every reply a responsible gaming guardrail checks risk markers, limits, the player’s state rules and consent. It makes the safe choice the easy one, and when someone needs a person, it hands them to your team without a single question asked twice.
SportsbookCasinoFantasyRacingPredicts
Account
My Spend · Deposit Limits · Timeouts · support 24/7
02AceAI, every channel
The assistant you built, on voice, SMS and the account
AceAI is the strongest thing in the category: built in-house, grounded in numberFire feeds rather than model recall, responsible gaming rules written in from day one, and replies that already look better than most of the market. It is also, today, a text box inside one tab. Blue Machines is the layer that takes the same Ace onto a phone call during the game, onto SMS after it, and into the account when the player asks what happened to their parlay or their money. Same data, same guardrails, same team owning it.
Sportsbookon Blue Machines
FanDuelSMS · short code · opted inAce’s prompts, data sources, pre-approved responses and escalation rules stay exactly as your team wrote them. The platform adds the parts that are hard to run: speech, channels, account actions, memory across all of it, and the testing that proves each change before it ships.
A player talks to Ace with the game on. Turn detection and barge-in built for a loud room, and the stat card lands on the screen while Ace is still talking.
Ace lives in one tab today. On the platform the same conversation continues on a call, on SMS after the game, and on fanduel.com, with nothing re-asked.
“Did my parlay pay?” “Where’s my withdrawal?” “Set a limit.” Each answer is a tool call into your wagering, payments and account systems, behind identity checks.
Settlement, a withdrawal landing, a Real-Time Check-In. Outbound only to opted-in players, inside quiet hours, and never a wager suggestion.
Stat cards, settlement slips and trackers render in the app and on web; on a call they push to the screen; on SMS they compress to text with a link back. One component library, your design system.
Exclusions, Timeouts, limits, risk markers, state rules and consent, checked before each reply on every channel. Ace’s pre-approved responses and human escalation stay in place; the platform makes them impossible to skip.
Two ways to do it, and both keep Ace yours. Your models on AWS, numberFire, the wagering and account APIs and your RG policies don’t move. Blue Machines runs the parts around them, deployed in your VPC if you want it there.
The Blue Machines agent handles the conversation on every channel and calls your existing Ace service for anything stats or markets. Ace doesn’t change; it gains a voice, channels and the account around it.
Ace’s prompts, tools and RG policies move into Agent Studio and run on the Control Plane, still on your models. One agent definition serves the app, web, voice and SMS, with versioning, evals and rollback in one place.
03Outbound campaigns
Promotions on every channel, guardrail first
Boosts, Rewards Club picks, Bet Protect+, welcome-backs and first-deposit offers, on push, SMS, email and calls, from one campaign engine. Before any of them goes out, the same guardrail that runs support checks the player: opted in, no Timeout, no exclusion, no limit hit, no risk marker, inside quiet hours, allowed in their state. A player who fails a check gets no offer, and if the reason is a risk marker, the message becomes care instead. And when a player replies, the campaign becomes a conversation: they can ask Ace about the legs, check a withdrawal, or set a limit in the same thread.
Push first, SMS if unopened. Only opted-in players with no flags and no limit hit this week. A reply opens Ace on the legs, in the same thread.
The weekly reward choice as a two-tap conversation instead of a settings screen. Levels, Challenges and Rewards Boxes explained when asked.
Players with an open NFL wager hear how 3% protection works and what pays out, then decide. Informational, never a nudge to bet more.
Quiet players get a hello and this week’s offer, unless the quiet was a Timeout, an exclusion, or followed a chasing pattern. Those get nothing, or a check-in.
Walks new sign-ups through ID and location, then presents the welcome offer in the exact form each state allows, with limits offered in the same breath.
Opted-in NJ players with an NBA parlay this week and no flags: push tonight, SMS if unopened in 2 hours, Ace on the legs if they ask.
Every list checked against consent, Timeouts, exclusions, limits, risk markers, quiet hours and state promotion rules first. Every campaign measured back to its outcome, and to what it held back.
04Everything else
Twelve more jobs, mapped from fanduel.com
Beyond support, Ace and promotions, every other surface on FanDuel today ends in a settings screen, a help article, or a support queue. Each one can end in a conversation instead, and the safest choice can be one sentence away.
Players ask for a break in plain words, from 3 to 365 days. The agent sets it, confirms it, and pauses promotions.
Explained clearly, confirmed carefully, and honored across Sportsbook, Casino, Fantasy, Racing and Predicts.
When your deposit model sees a change, the agent turns the alert into a conversation the player can answer.
Explains the 3, 7 or 31 day wait, and checks in before the higher limit takes effect.
Players ask what they’ve spent since signing up. The agent reads the statement and walks them through it.
Review, approval and arrival for Play+, PayPal, Venmo, bank and check, before the player has to ask.
Lineup locks, payouts, scratches and results across Fantasy and Racing, from the same assistant.
A newer product with new questions: how contracts work, settle and pay out, explained plainly.
Geolocation errors walked through step by step, so eligible players in legal states get in.
Documents requested, checked and chased on SMS, so a first withdrawal isn’t held up.
Players ask for their tax documents. The agent verifies them and sends the right form.
Account, deposit and settlement questions around the clock, with a specialist and the helpline one tap away.
05The Blue Machines advantage
Why a platform, not another vendor
Advantage 01Think of us the way you think of AWS: the ground, not the arm. Your Real-Time Check-In already uses machine learning to spot a change in play. Blue Machines is the ground for the conversations that follow, and what gets built is FanDuel’s, run by your engineers.
Our forward-deployed engineers ship the first agents end to end: the player-care assistant, the Real-Time Check-In conversation, integrations, flows, and evals. Standard flows go live in days, not quarters.
Same platform, same tooling the FDEs used. We teach your team as we build, so everything shipped is yours to extend: new campaigns, new products, new states.
When speed matters more than headcount, our engineers come back for the next process. When it doesn’t, you run everything yourselves.
Today that’s Ace in one tab plus a support chat tool, an IVR, an SMS platform, an email system and a campaign tool, each with its own memory and its own copy of the rules. On Blue Machines it’s one agent. Write the prompt once and it answers everywhere, and it runs the process end to end: support, Ace, promotions, account, limits, payments, Responsible Gaming cases. Changing the process means changing one prompt.
The agent is one node. Your process is the system it runs.
Every state you operate in has its own helpline, disclosures and rules. The agent opens with the right ones for where the player is, in English or Spanish, respects quiet hours and consent, and never contacts anyone on an exclusion list.
Every answer is a tool call. The agent reads the player’s account, limits, My Spend and state rules before it speaks, so what it says is what your systems say.
Withdrawal status? It read the payments ledger. Limit change? It checked the waiting period. Nothing is generated from memory.
Thousands of simulated conversations, players in distress included, before it meets a real one. Replay your support transcripts and your 268,000+ real Ace conversations as the first regression suite; the test cases write themselves.
Any sign of harm hands off warm to your Responsible Gaming team, with the full conversation attached. 1-800-GAMBLER is always one tap away.
The questions a CEO actually asks about safety, cost and trust, answered from players, conversations and outcomes in plain language. No dashboards, no waiting on analysts. Try the thread.
The rule FanDuel is known for, built into the agent once and applied to support, Ace and promotions alike. Before it answers, calls, texts or sends an offer, a guardrail layer checks the player’s exclusions, Timeouts, limits, risk markers, state rules and consent. If a check fails, the promotion never goes out and the conversation turns to care. Your Responsible Gaming team sets the rules, and the agent can’t switch them off.
Promotions go to opted-in players with no flags. In support and care conversations the agent never suggests a bet, and Ace never adds one to the slip.
Any exclusion, Timeout, limit hit or risk marker suppresses marketing on every channel at once.
Chasing losses, distress, or a request for help hands off warm to your Responsible Gaming team.
Your RG team writes the guardrails. Every check is logged, so every decision can be shown to a regulator.
06Blue Machines
Who is behind the platform on this page
Blue Machines is the 360° agentic customer experience platform: voice, chat, SMS and email agents that run a business process end to end, on infrastructure we own. Customer Experience AI, built on Blue Machines: built by AI leaders from Google, Apple, McKinsey, Amazon, Intel, Uber, Bain and Stanford, and backed by world-class investors. 100Mn+ conversations in production across sectors.
Own SIP trunking, SBCs, PSTN and WebRTC with carrier failover. No third-party media dependency in the call path.
Own GPU pools with media and models co-located, so speech and reasoning don’t cross a vendor boundary mid-sentence.
Orchestrates STT, TTS and a council of LLMs, grounded in your knowledge, with hot swap, A/B and rollback per stage.
Everything on this page, from the support agent to Ace on voice to the campaign engine, runs on these eleven. One customer memory across all of them.
Use case, systems, success metrics, guardrail rules with your RG team.
Agent design, knowledge base, workflows, Ace and account integrations.
Simulations, replay of real conversations, scored evals, compliance checks.
Production on one sport and one state, monitoring, scale plan.
07Trust
Built for regulated gaming
Recording disclosure on every call, and outbound only to players who opted in, inside quiet hours.
Identity confirmed before a single balance, bet or withdrawal detail is discussed.
Self-excluded players and players on a Timeout get no marketing on any channel. A stop request ends the sequence instantly.
Full transcripts and recordings, searchable and exportable for regulators in every state.
