GermanyMedia and entertainment2023 – ongoingRTL Deutschland
Generative AI customer-service chat for RTL+ subscribers
RTL+ chat answered 70% of subscriber queries automatically with a generative AI bot, LoyJoy says
Problem
RTL+ subscribers asked many questions about their subscriptions, and these reached the customer service phone lines.
Approach
In mid-2023 RTL+ moved its chat fully to generative AI on the LoyJoy platform. A large language model writes answers from RTL's knowledge base of curated documents and websites. The bot reads the customer's plan to tailor replies, handles follow-up questions and passes complex requests to a ticket system. A short NPS survey follows each chat.
Results
Takeaway
Giving the bot access to the customer's plan let it answer account-specific questions, with a ticket handover for the rest. The 70% figure comes from the vendor, which did not say how it was measured.
Categories
- Size
- Large enterprise
- Industry
- Media and entertainment
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Generative AIConversational and voice AI
- Adoption
- Off-the-shelf tool or platform
- Evidence
- Vendor case study
Sources
Source summaries
LoyJoy's customer story says RTL+ was among its first customers to rely entirely on generative AI, from mid-2023. It describes the knowledge-base answers, plan lookup and ticket handover. It states that the chat answers 70% of queries automatically and reduced call volume.
Full details are in the original sources.
