Case Study: Player.pl improves customer service automation with KODA chatbots

Player.pl - Customer Case Study

The customer, Player.pl, a VOD platform from the TVN Group, faced challenges in managing its customer service workload and handling sudden spikes in user contacts. They partnered with the vendor KODA to implement chatbot automation on their Facebook Messenger channel to address these issues.

KODA implemented two chatbots, Radek and Julia, which were integrated with the company's Salesforce CRM system. The solution successfully automated customer interactions, with the bots independently solving over 55% of cases and handling over 4,000 messages daily. This significantly reduced the load on staff and provided the flexibility to manage traffic surges, such as a tenfold increase in requests during a major film release.

Player.pl

Grzegorz Przywara

Customer Care Director