Top US Sports Streaming Service Scores a Customer Support Touchdown With Sutherland

How Sutherland leveraged intelligent automation to help a major sports streaming service navigate customer service challenges during periods of sustained high traffic.

The Challenge

Scaling Customer Support During Peak Periods

This sports streaming service has over 25 million subscribers across the United States and is part of the streaming family of a major global entertainment brand.

Big sporting events are big opportunities for streaming platforms. However, massive spikes due to new users setting up accounts and trying to access streams result in technical difficulties and a sharp increase in customer support tickets, both of which frustrate users and impact the experience.

The client needed a robust customer care solution that could support a mass influx of requests during sporting events, delivering a consistent customer experience to ease frustration while significantly reducing operating costs.

The Outcome

Leveraging AI for an Empathetic, Self-Serve Customer Support Experience

First, by engaging Sutherland’s Insight & Design Labs, we harnessed our deep domain and technological expertise to create a series of targeted self-service videos that guided users through and simplified the frustrating tasks of fixing technical issues with various streaming devices.

This helped alleviate pressure on customer support, enabling self-service of technical issues without the need for manual human intervention.

We then leveraged learnings from our more than 200 market-leading inventions and patents across cognitive AI, advanced analytics, and digital services to pioneer a new support solution for the client, tailored to their unique DNA. Called Turbo, the solution was an elastic, purpose-built digital model for an empathetic conversational AI bot that could scale easily in response to sudden spikes in demand, enabling our client to handle large volumes quickly.

In practice, the AI bot helped customers quickly resolve their own technical problems, providing timely support during peak times and solving the surge in support demand the client had faced in the past.

The intelligent automation-powered conversational AI bot delivered a human-like solution that could understand and solve complex problems. This further alleviated pressure on customer support, assisting users and resolving most issues, with only complex problems being elevated to a human associate. That’s digital performance unlocked and measurable results delivered!

73%

Of Interactions Fully Automated

60%

Of all Customer Support Chat Volumes Deflected

57%

Reduction in Overall Support Cost