Case Study: RTL+ achieves 98% customer service automation with LoyJoy

RTL+ automates 98% of customer service requests with LoyJoy

RTL+, Germany's largest streaming provider, faced significant customer service challenges as its subscriber base grew rapidly. Inquiry volumes, especially during live events, strained traditional manual and rule-based systems, with 70% of written inquiries requiring human support. They partnered with LoyJoy to implement an intelligent and scalable AI solution for customer service.

LoyJoy implemented a generative AI agent, grounded in a curated knowledge base, which was gradually rolled out across the help center and, later, as a Speech-to-Speech Phone Agent. The solution achieved a 98% automation rate, handling over a million conversations annually with only a 2% human takeover, leading to 45% fewer service contacts despite customer growth. LoyJoy also helped launch a successful AI-powered content advisor, the "Streaming Buddy," to improve user engagement.

RTL+