Higher Customer Satisfaction With Generative AI: RTL+ Relies on LoyJoy

© RTL Group S.A.

What does the use of AI in customer care look like? The streaming service RTL+ asked itself this question and found the answer in LoyJoy through its partner Iskander Business Partner. RTL+ is the first all-inclusive entertainment service that combines series, reality shows, live sports, movies, music, audio books, podcasts and magazines in one app. The goal was clear: to find an innovative and engaging solution that would increase customer satisfaction. The idea of an AI-powered service chatbot for RTL+ was born, which would relieve customer service agents and provide round-the-clock service. After the successful implementation of a cancellation prevention chatbot, LoyJoy proved to be the ideal partner for conversational AI.

Pioneer in the Use of Generative AI

In mid-2023, RTL+ decided to be one of the first LoyJoy customers to rely entirely on generative AI. Based on the LoyJoy Conversational Platform, a customer-oriented chat solution was developed. This allows RTL+ subscribers to clarify all questions regarding their subscription directly in the chat. The chatbot also takes into account the program booked to ensure an individual approach.

By integrating a Large Language Model (LLM) into the chatbot, it is possible to generate answers based on the RTL knowledge base. This consists of carefully selected documents and websites. As a result, the chatbot can not only provide accurate information, but also understand follow-up questions and engage in small talk. Information is read from the customer file, such as which plan the person has. The AI model takes this information into account when responding. This results in a more personalized user experience. For more complex requests, a seamless transfer to a ticket system is possible. For continuous improvement, a short NPS survey is conducted after each chat.

Fast and Efficient: High Level of Automation in Customer Service

RTL+ was delighted with the innovative solution: the chat was able to answer 70% of queries automatically, drastically reducing the volume of customer service calls. The chatbot is still in use today and is very popular with RTL+ users. This implementation is a powerful example of how generative AI can increase customer satisfaction. Do you want to increase customer satisfaction and customer service efficiency in your company with AI-powered solutions? Discover how the LoyJoy Conversational Platform can transform your customer service experience. Contact us today for a free demo and find out how generative AI can drive your business forward.

— by Steffen Wichtrup