DGTL Innovations Implementing AI Chatbot and Voice Bot Solution for a Leading OTT Platform
Enhancing Customer Experience and Scalability.
The Customer
To enhance customer experience and improve support efficiency, DGTL in association with Yellow.ai implemented AI-powered Chatbot and Voice Bot solutions for a leading OTT Platform in India to address customer queries and provide seamless assistance. This case study explores how these technologies were implemented and the solutions they provided for various customer issues. 
Business Challenge
As the popularity of the platform grew rapidly, so did the number of customer inquiries and the need for personalized user experiences. The goal was to leverage artificial intelligence to provide instant and efficient responses to user queries while offering personalized content recommendations tailored to individual preferences. It would not only streamline customer support but also elevate the overall streaming experience for users, fostering greater satisfaction and loyalty. 
The Solution
Implementation of AI Chatbot and Voicebot -
As the popularity of the platform grew rapidly, so did the number of customer inquiries and the need for personalized user experiences. The goal was to leverage artificial intelligence to provide instant and efficient responses to user queries while offering personalized content recommendations tailored to individual preferences. It would not only streamline customer support but also elevate the overall streaming experience for users, fostering greater satisfaction and loyalty.
​Key Solutions -
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Collaborative Design and Development: DGTL and Yellow.ai collaborated intensively to architect and develop an integrated suite of Chatbots and NLP VoiceBots, harmonizing varied content elements into a coherent conversational experience.
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Content Synthesis: Rigorous content synthesis ensued, blending user journeys, in-journey steps, and pertinent global support FAQs, integrating them seamlessly into the conversational flow of the AI bots.
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Precision Training and Customization: The bots underwent meticulous training and customization, fine-tuning their capabilities to deliver contextually accurate and business-aligned responses, ensuring a personalized user experience.
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Robust Testing Regime: A comprehensive testing regimen was executed to validate the performance and functionality of the Chatbots and NLP VoiceBots across diverse communication channels, ensuring a flawless user journey.
Benefits of DGTL’s VoiceBot Solution
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Improved Customer Experience: The AI bot provides quick and accurate responses to customer queries, reducing wait times and enhancing overall satisfaction. 
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Increased Efficiency: The bots automate customer support processes, enabling faster issue resolution, reducing the need for human intervention, and freeing up support agents to focus on more complex tasks. 
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24/7 Support Availability: With AI bots, customers will have access to support around the clock, regardless of their time zone or location, ensuring seamless assistance at any time. 
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Personalized and Contextualized Support: The AI bots leverages customer data to provide personalized recommendations, tailored troubleshooting steps, and relevant information based on individual preferences and subscription details. 
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Scalability: The AI-powered bots can handle a large volume of customer queries simultaneously, ensuring scalability and efficient support during peak demand periods, such as popular sporting events or content releases. 
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Live Voicebot – Integration of voicebot support has resulted in bringing 30% traffic which has enhanced customer support efficiency.
Conclusion
With the implementation of Conversational AI Chatbot and VoiceBot solutions, the leading OTT platform successfully will be able to address customer queries and provide solutions for a wide range of issues, enhancing customer experience, improving support efficiency, and streamlining customer interactions. Our intelligent bots revolutionized customer support in the streaming industry, showcasing the power of AI in delivering personalized, convenient, and on-demand assistance to subscribers.