Case Study: GEMA saves 6,000+ hours and resolves 248,000+ queries with CustomGPT.ai

GEMA’s AI Transformation Scaling Support Without Scaling Costs

GEMA, one of the world's largest music rights collecting societies, faced significant challenges in scaling its customer support and internal knowledge access for its 100,000+ members. Their traditional systems led to unanswered inquiries and bottlenecks, creating inefficiencies that did not meet the demand for real-time support. To address this, GEMA partnered with CustomGPT.ai to implement an AI knowledge infrastructure.

The solution from CustomGPT.ai involved deploying a custom AI assistant named "Melody" that was trained on GEMA's own verified documentation and integrated across their public website, member portal, and internal systems like Confluence and SharePoint. This implementation automatically resolved over 248,000 queries, resulting in 6,000+ working hours saved annually and €182K-211K in annual cost avoidance. The success rate of 88% significantly exceeded industry benchmarks, allowing GEMA to scale its support effectively without adding new staff.

GEMA

Jonas Walther

Manager Data & AI