Vertix Academy

Vertix Air is the “flight simulator” for human conversation. We replace outdated slide decks with a high-fidelity operational environment where iGaming agents earn their wings before they ever speak to a real customer.

Powered by our proprietary Vertix Neural Swarm, we place your team inside a hyper-realistic sandbox—mirroring your live tools, difficult customers, and strict compliance protocols.

The Vertix Ecosystem:

• Vertix Sim Engine: An adaptive AI customer base that reacts emotionally to your agent’s decisions.

• Vertix Terminal: A mirror-image CRM sandbox complete with transaction history and risk flags.

• Vertix Black Box: Real-time auditing and coaching that analyzes every keystroke for quality and compliance.

From KYC failures to VIP retention, Vertix Air allows operators to crash safely in the simulator so they never crash in the live operation.

Vertix Air Suite deliver ultra‑realistic training by recreating real iGaming operations inside a safe AI environment.

Vertix Air Agents act as smart, adaptive customers and colleagues across chat and email, changing behaviour based on every response so no two scenarios feel the same.

Vertix Air Desk mirrors a live CRM with genuine‑feeling customer profiles, histories and multi‑channel workflows, forcing agents to search, cross‑check and log data exactly as on the production floor.

Vertix Air Coach then sits on top as an always‑on AI coach, giving instant, human‑like feedback to agents while feeding managers real‑time performance and compliance insights,

1. Vertix Air Agents (The Simulation Engine) Unlike standard chatbots, our agents act as smart, adaptive customers and colleagues. They react dynamically to every message—getting angry if ignored or calm if heard—ensuring that training feels like real life, not a script.

2. Vertix Air Desk (The CRM Sandbox) A fully interactive workspace that mirrors a live CRM. Agents must navigate genuine-feeling customer profiles, check transaction histories, and execute multi-channel workflows just as they would on the production floor.

3. Vertix Air Coach (The Black Box) An always-on AI layer that observes every interaction. It provides instant, human-like coaching to the agent after every scenario and aggregates data to give managers real-time insights into team performance and compliance risks.

Most training platforms rely on static decision trees. Vertix Air Agents are different. Powered by our proprietary neural swarm, they are dynamic, emotionally responsive actors that inhabit the simulation—forcing your team to adapt to the unpredictability of human conversation.

They do not follow a script. They follow a persona.

1. Adaptive Emotional Intelligence

Vertix Air Agents possess a dynamic "Mood State" that fluctuates in real-time based on your team's performance.

• The De-Escalation Test: An agent who starts "Frustrated" will escalate to "Furious" if they sense apathy or robotic responses. Conversely, they will calm down if they detect genuine empathy and active listening.

• The Hidden Agenda: Just like real customers, Vertix Air Agents may lie about their account status or hide critical details (like being in a restricted jurisdiction) to test your team's investigative instincts.

2. Multi-Role Simulation

The Vertix Air environment is not just about angry customers. Our agents can assume any role required to test operational readiness:

• The Customer: From the confused novice to the high-value VIP demanding special treatment.

• The Colleague: A simulated "Payments Manager" or "Compliance Officer" who your agent must communicate with internally to resolve complex tickets.

• The Fraudster: A hostile actor attempting to bypass KYC checks using social engineering tactics.

3. True Multi-Channel Fluency

Customer support is not just chat. Vertix Air Agents are native to every channel of your operation:

• Live Chat: Fast-paced, high-pressure interactions where speed and accuracy are paramount.

• Email: Asynchronous, complex case handling that requires detailed documentation and professional tone.

Why This Matters

In a live environment, a mistake with a VIP or a Compliance Officer costs money. In the Vertix Air simulator, it costs nothing. By training against Vertix Air Agents, your team builds the muscle memory to handle the hardest conversations before they ever happen in real life.