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AIP name and description fields For Cevro to accurately identify what a player needs and trigger the right AIP, the name and description must be clear and specific.

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AIP Names

The name should concisely reflect the player’s intent. Use specific names that match how players describe their issues. Good examples:
  • Withdrawal Status
  • Deposit Not Showing
  • Bonus Terms
Too vague:
  • Withdrawals
  • Deposits
  • Bonuses

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Descriptions

The description tells Cevro when this AIP applies. Start with “Assist players…” followed by the specific inquiry or action: Good examples: 
Assist players inquiring about the status of their withdrawal

Assist players who can't see a recent deposit in their account
Too vague: 
Withdrawal issues

Handle deposits

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Example Utterances

Example utterances input Utterances are sample phrases that would trigger this AIP. Adding 2-3 examples significantly improves classification accuracy—especially for similar-sounding AIPs.

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Adding Utterances

  1. Click the expand arrow next to the AIP name
  2. Enter up to 3 example phrases
Example for “Account Access Issues”:
  • “I can’t get into my account”
  • “There’s an error when I log in”
  • “My account was blocked”
Phrase utterances the way players actually write—not formal language, but real messages.

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Troubleshooting Classification

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Similar AIPs Competing

If you have two AIPs that both handle withdrawal issues, Cevro may pick the wrong one. Example conflict:
  • “I can’t make a withdrawal” → Could match “Withdrawal Blocked” or “Withdrawal Status”
  • “I didn’t get my withdrawal” → Could match “Withdrawal Status” or “Missing Funds”
Fix: Make descriptions more specific:
  • “Assist players who can’t initiate a withdrawal or see an inactive withdrawal button”
  • “Assist players who completed a withdrawal but haven’t received funds”

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Missing Coverage

If players keep asking about something that doesn’t match any AIP, Cevro may classify it incorrectly. Symptom: Spike in escalations for a specific topic Fix: Create a new AIP for that topic. Review escalated conversations to identify patterns, then create an AIP with a name and description that matches how players describe the issue. Example: A new promotion causes questions that don’t fit your existing “Bonus Terms” AIP. Create a specific AIP for that promotion with matching name and description.