Scaling Global Viewer Support With 72% Ticket Resolution and Lower Churn
The Client
A global subscription-based streaming platform offering a vast library of original series, documentaries, and wellness programming to millions of members worldwide. With a rapidly growing subscriber base and 190+ country reach, the platform needed to scale viewer support without sacrificing personalization or discovery.
Key Challenges
The most common challenges they faced:
- High support volumes: Subscriber queries around billing, login, and playback surged with growth.
- Onboarding frictiont: New viewers struggled with device setup, profiles, and navigation.
- Delayed response times: Peak-hour demand created slowdowns that reduced satisfaction and increased churn risk.
- Descalating costs: Adding manual support agents drove unsustainable operational expenses.
- Global accessibility gaps: Lack of multilingual and always-on coverage limited support for international audiences.
Our Solution
To address these challenges, the platform deployed Auralis AI agents to automate high-volume subscriber queries, deliver multilingual care, and provide real-time guidance across devices and content categories.
- Subscriber onboarding automation: Account setup, subscription changes, and device linking guided instantly by AI.
- 24/7 multilingual viewer care: Always-available support across app, web, and email, even during premieres.
- Content discovery guidance: Contextual navigation tips helping viewers explore categories and find shows faster.
- Escalation workflows: Complex billing or device issues routed seamlessly to human support.
- Adaptive optimization: AI improved continuously through real-time viewer interactions and support feedback.
ROI-Driven Results in 60 Days
8 hours
Ticket Resolution Rate
Tickets per 1,000 Subscribers
Support Cost per Subscriber
Viewer Satisfaction (CSAT)
Monthly Churn Rate
The Process
Platform integration
Connected Auralis AI with Zendesk, content management, and subscriber databases.
Automated workflows
Streamlined recurring support like login, billing, and playback errors.
Global enablement
Launched multilingual AI chat across 10+ languages for international reach.
Smart routing
Escalated high-value or device-specific issues to live agents.
Continuous learning
Optimized AI responses with feedback from live viewer interactions.
The Results
With Auralis AI, the organization scaled subscriber support globally, delivering faster responses, personalized assistance, and multilingual coverage without increasing operational costs.
- Onboarding and device setup became smoother, reducing friction for new users
- Routine account and subscription queries were resolved instantly through automation
- Content discovery guidance helped subscribers find shows more easily
- Multilingual support was available around the clock across regions
- Churn decreased as satisfaction improved with faster, more consistent experiences
Client Testimonial
With Auralis, subscriber support has become faster, smarter, and more consistent. Routine requests like billing and navigation are resolved instantly, freeing our team to focus on premium experiences. During peak hours, the drop in backlogs has been remarkable, and multilingual coverage has been a game-changer. Auralis is essential to scaling our platform without compromising quality.
The Auralis Difference
See how Auralis deploys custom AI agents in days, not months.