Industry: Communications, Media, and Entertainment
Services: AI, Automation, Data and Analytics, Digital CX, Digital Engineering Services
Client Overview
The client is a renowned global entertainment brand with a diverse portfolio spanning film, television, and digital content. Seeking to capitalize on the booming streaming market, the company invested over $3 billion to launch a new global streaming platform, aiming to deliver exceptional content and customer experiences worldwide.
The Challenge
Delivering Consistent Customer Service Amid Rapid Global Expansion
The client was preparing to launch a high-profile global streaming service with a massive investment of $3 billion. The timeline was ambitious – just six weeks to go live and the stakes were high. However, their existing customer support infrastructure was fragmented across multiple providers, resulting in inconsistent experiences, limited scalability, and outdated capabilities.
To ensure a successful launch and deliver on their brand promise of premium, personalized service, the client needed to overhaul their entire support ecosystem. This meant building a modern, scalable infrastructure that could handle rapid global growth and high volumes of customer interactions. The need was – AI-powered support to deliver intelligent, branded experiences, a unified platform to replace disparate systems, and real-time analytics to surface actionable insights and enable fast, data-driven decisions. Critically, all of these capabilities had to be implemented and operational within the tight six-week launch window.
Sutherland Solution
Implementing a Unified, AI-Powered Customer Support Platform
With decades of experience in customer experience transformation, Sutherland brought a proven approach to meet the client’s ambitious goals, ensuring exceptional service delivery, brand alignment, and global scalability. Our solution encompassed:
- Deployment of Sutherland Connect®
Introduced our hosted omnichannel CX platform to unify all customer touchpoints, featuring an intelligent, fully automated conversational AI system for real-time engagement. - User-Centered Design Workshops
Conducted collaborative, cross-regional design sessions to optimize customer journeys pre-launch, ensuring the solution reflected the client’s brand values and exceeded user expectations. - Advanced Analytics & Cognitive AI
Embedded machine learning capabilities to capture and analyze every customer interaction, providing deep insights into sentiment and behavior, fueling continuous experience optimization. - Scalable, Resilient Infrastructure
Built a future-ready platform architecture capable of seamlessly scaling to support increased interaction volumes, new service providers, and additional sites, without disruption.
The solution resulted in a consistent, high-performance customer experience across all channels and geographies, empowering the client to meet and exceed their go-to-market targets.
The Outcome
Achieving a Flawless, On-Time Launch with Exceptional Customer Support
Sutherland’s implementation of the unified, AI-powered customer support platform resulted in a seamless launch of the client’s $3 billion streaming service. On day one, the platform managed 1.7 million customer interactions, comfortably handling 16 times the anticipated volume. Within the first four weeks, the system achieved a 1000% capacity expansion to meet growing demand. The efficiency and scalability of the Sutherland Connect® platform enabled the client to support additional providers and new sites effortlessly, maintaining zero downtime and disruption. This successful deployment not only met the client’s immediate needs but also established a robust foundation for ongoing customer service excellence.
That’s digital outcomes delivered!
KEY OUTCOMES
Concurrent customer interactions per second
Capacity expansion within the first four weeks
Day-one interactions managed
