In an era where attention is the most valuable currency, InsightPlay.ai is transforming how audiences interact with sports and entertainment. Founded in Chile, the company develops AI-powered voice and messaging agents that turn casual users into loyal fans by delivering personalized, real-time engagement. From football leagues to e-sports platforms, InsightPlay helps organizations deepen emotional connections, increase retention, and convert passion into measurable results.
In this interview, Javier Troncoso, founder of InsightPlay.ai, explains how artificial intelligence is reshaping fan engagement across Latin America and how these innovations could empower the sports and entertainment ecosystems of the United Arab Emirates and the broader MENA region.
How does InsightPlay help entertainment and sports platforms convert casual users into loyal fans?
At InsightPlay.ai, we use AI-driven voice and messaging agents to interact with users at key moments of their experience. In sports and entertainment, that means transforming a casual interaction into a continuous relationship—from the fan who watches a single match to the one who stays connected all season long.
Our agents remember user preferences, reactivate inactive fans, and personalize communications, creating emotional connections that strengthen loyalty and engagement over time.
Why is AI-driven fan engagement critical for the growth of sports such as football, cricket, and e-sports in the Gulf?
In the Gulf region, youth and digitalization are driving the expansion of sports and e-sports. The major challenge, however, is retention—it’s not enough to attract fans to one match or tournament; the goal is to keep them engaged between events.
That’s where AI becomes essential, enabling real-time, personalized, and scalable communication that increases interaction frequency and, consequently, the lifetime value of each fan. This is particularly vital for growing leagues such as football, cricket, and e-sports, which depend on consolidating stable audiences.
Can you share a case where your AI agents significantly improved user retention?
In Latin America, we’ve worked with major sports entertainment operators. In just one weekend, our agents conducted over 6,000 automated interactions with fans. The result was a 14% increase in conversions and a return on investment between 14x and 33x.
This kind of impact shows how AI doesn’t just connect with fans—it transforms their passion into tangible business results.
How customizable is your solution for local leagues, media platforms, or government-backed events in the UAE?
Our platform is fully modular and adaptable—it can be tailored to the tone, language, and culture of each market. In the UAE, for example, we can deploy agents in both Arabic and English, serving local fans as well as international audiences who follow tournaments like football championships or Formula 1 events.
In addition, authorities and sponsors can access real-time dashboards with compliance and engagement metrics, ensuring transparency, scalability, and performance tracking across every campaign.
What is your vision for expanding into the MENA entertainment market?
Our vision is clear—to help make MENA a global hub for fan engagement innovation. We see major opportunities across three fronts:
- Traditional sports (football, cricket): using AI to boost attendance and digital engagement.
- E-sports and gaming: helping build sustainable, connected communities of players and spectators.
- Cultural and entertainment events: leveraging AI to maintain audience engagement before, during, and after events, maximizing ROI for organizers and sponsors.
In short, we aim to help MENA move from spectacular one-off events to continuous, personalized experiences, where every fan feels part of something greater.
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