Case Study: Saarbruecker Zeitung Medienhaus reduces subscriber support load with Chatbase

Saarbruecker Zeitung Medienhaus handles 3,800+ subscriber conversations with Chatbase

Saarbruecker Zeitung Medienhaus, a German regional newspaper publisher, faced significant challenges with its overburdened contact center. Long wait times on the hotline, especially during delivery failures, and a high volume of routine inquiries stretched the team thin. To address this, they partnered with Chatbase to implement an AI agent named Paula.

Using Chatbase's no-code platform, the solution was built and launched in just three weeks. Paula, a 24/7 AI support agent, handles thousands of subscriber conversations regarding subscriptions, digital product support, and account issues. The results for Saarbruecker Zeitung have been substantial: Chatbase's agent handles approximately 400 conversations per month, totaling over 3,800 since launch. This has freed the human team to focus on higher-value work and demonstrated strong user engagement with an average of 5 messages per conversation.

Saarbruecker Zeitung Medienhaus