Case Study: Videoland boosts customer service efficiency and cuts response times with Spotler Engage's AI chatbots

Videoland - Customer Case Study

Videoland, a streaming service with 1.2 million subscribers and around 20 customer service staff, faced heavy online demand—about 60% of traffic and up to 1,000 messages a day—requiring fast, simple, accessible support across channels like WhatsApp and web. To scale service and reduce response times, Videoland partnered with Spotler and implemented Spotler Engage’s smart chatbots, interactive WhatsApp buttons and the Smart AI.gent.

Spotler’s solution combined WhatsApp chatbots with interactive buttons, live web chat and the Smart AI.gent to capture common queries, gather complete case information and answer open questions from the knowledge base. The bot now handles almost half of queries, reduced customer wait times, allowed the same team to serve many more customers during peaks, and significantly improved employee productivity—demonstrating measurable impact from Spotler’s technology.

Videoland

Kimberly de Leeuw

Team Manager Quality & Support