Case Study: a global subscription-based streaming platform achieves 72% ticket deflection and lower churn with Auralis AI

Scaling Global Viewer Support With 72% Ticket Deflection and Lower Churn

a global subscription-based streaming platform was facing significant challenges scaling its viewer support for its millions of subscribers across 190+ countries. High support volumes, slow response times, and a lack of multilingual, always-on coverage were creating onboarding friction and increasing churn risk. The company turned to Auralis AI to automate queries and improve the support experience without incurring unsustainable operational costs.

Auralis AI implemented AI agents to automate high-volume subscriber queries for onboarding, billing, and content discovery, while also providing 24/7 multilingual support. The solution delivered a remarkable 72% ticket deflection rate and reduced the monthly churn rate from 5.8% to 3.4%. It also dramatically cut the average response time from 8 hours to 3 minutes and lowered the support cost per subscriber from $2.40 to $0.70, all while increasing viewer satisfaction to 87%.