Billing calls often ran 20 minutes. Now, AI negotiates balances, explains charges, and updates payments without live staff.
A heritage media and technology brand serves over 37 million monthly active users across news, email, and entertainment ecosystems.
A unique demographic of loyal customers preferred high-touch traditional support, resulting in service calls that often stretched over 20 minutes....
“Over the past few years, we’ve made significant investment in revitalizing the product experience to help users make the most of their online time. This innovation is deeply embedded into every facet of our user experience, spanning all product interactions and customer care touch points. The relationship we’ve cultivated with our audience has underpinned the stability and longevity of our brand—and excellence in customer care is paramount to this relationship.”
Web portal and digital media platform providing news, email, and search services.
AI agent platform for autonomous enterprise customer service.
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