Case study · Online lottery · 2025
DrawLine
Lottery operator goes AI-native, draw-day discipline preserved.
A 250-person operator across three markets embedded AI across draw operations, retailer support, and compliance — four weeks, zero draw delays, audit trail untouched.
At a glance
- 250Headcount
- 4 weeksEngagement
- 10Pioneers
- 3Markets
- 0Draw delays
The brief
AI everywhere except inside the draw.
Cohort
- C-level (CEO, COO)2
- Heads of Department5
- AI pioneers10
Drawn from Draw Operations, Retail, Compliance, Tech, and Customer Support — every function around the draw, not the draw itself.
What the pioneers shipped
Five workflows around the draw.
Draw operations checklist
Assembles pre-draw checklist evidence for the draw officer; draw process itself untouched.
Retailer support copilot
Tier-1 retailer questions answered with audit trail; complex issues escalated with context.
Compliance evidence assembler
Compiles per-draw compliance evidence from system logs — same shape regulators expect.
Player support categorization
Routes player queries by jurisdiction and concern type; complex disputes escalated.
Promotion compliance scanner
Reviews promotion drafts against per-market lottery ad rules before launch.
“The draw is sacred. We left it alone — and rebuilt everything around it.”
Approach
Four weeks. Three markets. Daily draws on time.
Discover
Mapped draw process, retailer flows, and per-market compliance gates. Defined the regulatory boundary AI works around — never through.
Build
Pioneers built first cuts. Compliance reviewed every draw-adjacent flow before staging.
Compliance review
Three demos with Head of Compliance and per-market regulator officers. Anything draw-touching was redesigned out.
Compound
Skills shipped to internal marketplace; retail and ops teams across markets install one click at a time.
Impact · Year one
Outcomes leadership signed off on.
Annual savings
€1.7M
Across the engagement's first twelve months.
FTE optimized
14
Full-time equivalents freed for higher-leverage work.
Business satisfaction
9.5 / 10
Post-engagement leadership review.
Why it didn't go off the rails
The draw stays untouched.
Draw process untouched
Regulatory requirement. AI never enters the draw pipeline. Period.
Retailer-facing skills reviewed by retail team
Every retailer-touching flow reviewed by Head of Retail. Tone, accuracy, escalation paths — all signed off.
AML/sanctions per draw
Standard sanctions checks per draw remain manual. AI summarises evidence; humans clear the gate.
Audit logs per skill
Every agent run logged against draw, retailer, or player record. Same shape per-market regulator inspections expect.
Where to start
Book an org assessment.
Ninety minutes, no slides.
We'll spend an hour with your leadership team mapping where AI creates the most leverage in your operation — and what an overlay would look like in practice.