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// if (window.globalVar == true) { (async function () { // Specifies style options to customize the Web Chat canvas. // Please visit https://microsoft.github.io/BotFramework-WebChat for customization samples. const styleOptions = { // Hide upload button. hideUploadButton: true }; // Specifies the token endpoint URL. // To get this value, visit Copilot Studio > Settings > Channels > Mobile app page. // // if (globalVar == true) { const tokenEndpointURL = new URL('https://034b67b3612be1a1a3fd8fb7c85c5b.d2.environment.api.powerplatform.com/powervirtualagents/botsbyschema/cr12b_aptio/directline/token?api-version=2022-03-01-preview'); // const tokenEndpointURL = new URL('https://034b67b3612be1a1a3fd8fb7c85c5b.d2.environment.api.powerplatform.com/powervirtualagents/botsbyschema/cr12b_dotcomChatbot/directline/token?api-version=2022-03-01-preview'); // } else { // const tokenEndpointURL = ''; // } // Specifies the language the agent and Web Chat should display in: // - (Recommended) To match the page language, set it to document.documentElement.lang // - To use current user language, set it to navigator.language with a fallback language // - To use another language, set it to supported Unicode locale // Setting page language is highly recommended. // When page language is set, browsers will use native font for the respective language. const locale = document.documentElement.lang || 'en'; // Uses language specified in element and fallback to English (United States). // const locale = navigator.language || 'ja-JP'; // Uses user preferred language and fallback to Japanese. // const locale = 'zh-HAnt'; // Always use Chinese (Traditional). const apiVersion = tokenEndpointURL.searchParams.get('api-version'); // const apiVersion = window.globalVar == true ? tokenEndpointURL.searchParams.get('api-version') : ''; const [directLineURL, token] = await Promise.all([ fetch(new URL(`/powervirtualagents/regionalchannelsettings?api-version=${apiVersion}`, tokenEndpointURL)) .then(response => { if (!response.ok) { throw new Error('Failed to retrieve regional channel settings.'); } return response.json(); }) .then(({ channelUrlsById: { directline } }) => directline), fetch(tokenEndpointURL) .then(response => { if (!response.ok) { throw new Error('Failed to retrieve Direct Line token.'); } return response.json(); }) .then(({ token }) => token) ]); // The "token" variable is the credentials for accessing the current conversation. // To maintain conversation across page navigation, save and reuse the token. // The token could have access to sensitive information about the user. // It must be treated like user password. const directLine = WebChat.createDirectLine({ domain: new URL('v3/directline', directLineURL), token }); // Sends "startConversation" event when the connection is established. const subscription = directLine.connectionStatus$.subscribe({ next(value) { if (value === 2) { directLine .postActivity({ localTimezone: Intl.DateTimeFormat().resolvedOptions().timeZone, locale, name: 'startConversation', type: 'event' }) .subscribe(); // Only send the event once, unsubscribe after the event is sent. subscription.unsubscribe(); } } }); WebChat.renderWebChat({ directLine, locale, styleOptions }, document.getElementById('webchat')); })(); // }

SUCCESS STORIES / Cloud

Elevating user experience for high-traffic, real-time sports betting.

Prodapt’s consulting expertise, combined with HeadSpin-driven performance optimization, is projected to enhance the efficiency of a prominent British betting platform by 65%, significantly transforming user experience and reliability.

Background

In the competitive sports betting landscape, providing real-time, seamless interactions is essential for handling high user traffic and ensuring platform reliability. This responsiveness is a crucial competitive differentiator, especially in the face of rising competition from digital-native betting entities. Delays in loading or transaction processing can severely impact user satisfaction and revenue, underscoring the importance of efficiently delivering a superior app experience.

The rise of mobile betting has escalated the demand for apps with near-instant loading speed and smooth, responsive interactions. As users increasingly rely on smartphones for live event betting, minor technical issues can impact user loyalty and drive them to competitors.

Platform efficiency is crucial for user retention in the competitive online gambling market. According to the Gambling Commission's report, the total number of online slot sessions has increased by 16%, while the number of sessions lasting more than an hour has increased by 8%. These trends underscore the need to optimize responsiveness to enhance user experience and maintain a competitive edge.

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Estimated 65%Increase in Platform Efficiency

Projected78% Reduction in Page Load Times

Expected Enhancement in Competitive Positioning

Projected Improvement in Net Promoter Score (NPS)

Client Situation

Britain's leading sports and betting gaming company operates several websites and mobile apps for casino games, driving significant user engagement and revenue. The company's mobile applications account for about 80% of online betting activities, highlighting the critical importance of mobile platform performance. Despite this, user feedback indicates dissatisfaction with page load times and app responsiveness, particularly during high-traffic events.Competitors have capitalized on advanced technologies to enhance user experience, leading to a 15% migration of users from our client to other platforms over the past year.

Recognizing these challenges, the client sought to address inefficiencies to meet evolving user expectations and maintain their market position. Enhancing performance to improve responsiveness, ensure seamless scalability during peak times, and strengthen customer trust through robust data security and compliance measures was also required.

To achieve these goals, they needed an in-depth analysis to identify root causes, understand competitive gaps, and develop a clear, actionable roadmap for improvement. Prodapt was engaged in providing this critical consulting, leveraging its expertise in performance benchmarking and digital transformation.

Identifying platform weaknesses using Headspin & simplifying workflows elevates user experience and platform performance for leading sports betting platforms.

Diagnosis

Our analysis, structured around end-to-end performance testing, user journey mapping, and an architecture review, highlighted several critical issues. Slow page load times primarily stemmed from legacy systems not equipped to handle current demands and rapid user growth that outpaced scalability. Specific technical problems, including network configuration errors, server failures, and redundant requests, collectively disrupted the ability to deliver a seamless user experience.

Additionally, unoptimized resources, including large image files and uncompressed text, exacerbated problems during high-traffic events, highlighting the need for comprehensive system upgrades and optimization strategies.

Security gaps emerged as a pressing concern. Missing critical security settings like Strict Transport Security and Content Security Policy exposed the platform to potential vulnerabilities. For a betting/gaming operator, these security gaps pose serious risks to regulatory compliance and user trust. Breaches can lead to significant legal penalties and damage the brand's reputation, prompting users to switch to more secure competitors. Addressing these vulnerabilities is crucial for maintaining user confidence and compliance.

Furthermore, comparative analysis against competitors, such as similar providers and market leaders, highlighted that the client lagged in responsiveness, user experience, and overall performance. These diagnostics comprehensively understood the inefficiencies and highlighted the critical areas that required immediate attention.

Solving It

Prodapt utilized Headspin, an advanced digital experience AI platform, to conduct a comprehensive Performance analysis across six key user journeys. This analysis was conducted under controlled conditions, replicating real-world betting environments to tackle platform inefficiencies. This thorough testing helped pinpoint optimization opportunities for enhanced responsiveness and reliability during live events.

Automation scripts simulated user interactions across devices, including laptops, tablets, mobile phones, and networks like 3G, 4G, and Wi-Fi, ensuring the platforms were rigorously tested under typical user conditions. The results were visualized on a unified dashboard integrated with Grafana, providing actionable insights that led to specific improvements in platform performance.

We focused on 20 key pain points identified during the analysis to address platform inefficiencies. Our recommendations included optimizing data API requests to Streamline data flow and avoid duplication, simplifying workflows to reduce unnecessary redirections, and improving network configurations to fix errors—all aimed at reducing latency and improving the speed of betting transactions. Efficient text and image formats were implemented to minimize resource usage, crucial for improving load times and overall agility.

Moreover, we implemented vital settings, including Strict Transport Security and Content Security Policy. These adjustments have fortified data protection and ensured compliance with prevailing industry standards, significantly reducing user trust and regulatory adherence risks. To address the client’s competitive disadvantage, we conducted a comparative benchmarking analysis utilizing Headspin to identify gaps relative to competitors. The findings were compiled into a detailed report outlining actionable steps to enhance user experience and platform capabilities, thus positioning the client to align with market leaders.

Prodapt’s interventions are projected to increase platform efficiency by 65% by addressing inefficiencies such as DNS errors, redundant API calls, and unoptimized resources. This approach is expected to achieve a 78% reduction in page load times, significantly enhancing customer satisfaction, engagement, and the Net Promoter Score (NPS). The enhanced performance will improve user experience and support higher transaction volumes and interactions during high-traffic periods.

Additionally, by identifying 20+ key improvement opportunities and establishing eight critical metrics, Prodapt has provided a clear roadmap for resolving bottlenecks. Strengthened security measures are set to build user trust and ensure compliance with industry standards, which is vital in the betting industry. Continuous monitoring strategies will help maintain a competitive edge and support long-term business growth by adapting swiftly to user needs and technological advancements.

March 3, 2025

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