DGTL Innovations Implementing Voice Automation for a Leading OTT Platform
Transforming Customer Experience Through AI-Powered Voice Technology
The Customer
India’s leading OTT platform with a nationwide presence, serving millions of users daily with live sports, movies, regional content, and premium shows. Handling massive traffic peaks—especially during live events—the platform needed a scalable, automated solution to support customer queries efficiently and consistently.
Overview
DGTL, in association with Yellow.ai, deployed an advanced outbound and inbound voice automation solution for India’s leading OTT streaming platform with millions of daily active users.
The AI-powered voicebot handles high-volume, repetitive customer interactions across key journeys such as login issues, buffering concerns, plan upgrades, cancellations, refunds, and autopay queries, operating 24/7 with seamless escalation to live agents when required.
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The solution integrates deeply with the platform’s CRM, ticketing system, and Ameyo call center solution, resulting in significantly faster resolutions and an improved customer experience.
Challenge
The platform faced a surge in repetitive customer queries including:
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Login failures (TV/Web)
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Buffering & streaming performance issues
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Subscription upgrades & plan changes
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Cancellation & refund queries
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Autopay and billing concerns
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Key Pain Points:
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Heavy load on live agents during peak hours
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Need for faster response time
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Ensuring consistent, human-like conversations in English & Hindi
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Maintaining service quality while optimizing support costs
Objective
Deployed an intelligent, multilingual voice automation system that can:
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Resolve high-frequency queries automatically
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Escalate seamlessly to live agents when needed
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Improve turnaround time & reduce support pressure
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Enhance customer experience while ensuring operational efficiency
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Scale rapidly with new use-cases and workflows
The Solution - Voicebot Implementation
Core Journeys Automated
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Login issues (TV & Web)
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Buffering / streaming quality issues
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Plan upgrade requests
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Cancellations & refund queries
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Auto-pay inquiries
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Outbound welcome & engagement calls
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Key Features
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Seamless agent transfer via Ameyo for complex queries
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Quarterly utterance training to improve accuracy & NLP performance
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Script updates aligned with evolving language patterns
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100% uptime maintained since deployment
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Human-like conversational flow in English & Hindi
Conclusion
Impact Delivered
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Reduced agent workload across key customer journeys
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Consistent, human-like experience for millions of users
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Scalable voice automation architecture ready for additional journeys
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Enhanced customer satisfaction through faster and more accurate responses
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Strengthened digital support ecosystem for one of the world’s most active OTT user bases
The voice automation solution implemented by DGTL in association with Yellow.ai has fundamentally transformed customer support for India’s leading OTT platform. By automating high-volume journeys, integrating with core systems, and delivering multilingual, human-like conversations, the platform now operates with greater efficiency, faster resolutions, and a scalable support infrastructure that can adapt to future needs.