Case Study: RTL+ achieves 24/7 personalized WhatsApp customer service with Salesfive and Salesforce Agentforce

RTL+ scales 24/7 WhatsApp service for 7 million subscribers with Salesfive

The customer RTL+, a major German streaming service, faced the challenge of scaling its customer service to meet the demands of its rapidly growing subscriber base. During live events, customers required immediate assistance, but traditional support channels like email were slow and costly. RTL+ partnered with vendor Salesfive to implement an AI-powered service solution using Salesforce Agentforce to provide faster, more reliable support.

Salesfive implemented a new customer service channel on WhatsApp, integrated with Salesforce Agentforce, to offer 24/7 support. This AI agent could understand and resolve complex queries contextually, significantly reducing the handover rate to human agents and the cost per contact. The solution included AI-powered quality monitoring and was launched as an MVP, allowing for iterative, data-driven improvements. Salesfive helped RTL+ lay the foundation for an intelligent "streaming buddy" that enhances the customer experience.

RTL