Every viewer question scripted by hand. 237K World Cup viewers describe problems in their own words—Spanglish, regional Spanish, and all.
A Spanish-language streaming service handling roughly 66,000 monthly viewer conversations across the US, Mexico, and Latin America, with volume spiking nearly threefold during major programming events like the World Cup.
The scripted chatbot required the team to manually build a conversation path for every possible way a viewer might phrase a question, and viewers...
“Generative AI lets viewers explain an issue in their own words. It also gives us more flexibility because we do not have to script every step of the conversation.”
Spanish-language media company with broadcast TV, streaming (ViX), and digital platforms.
AI customer service automation platform for messaging, voice, and email.
TelevisaUnivision's Customer support is part of this use case:
Related implementations across industries and use cases
Email support dragged for hours during live games. An AI agent now absorbs the spikes, resolving 80% of queries in minutes.
Global expansion stretched support agents thin. Now, an AI agent resolves nearly half of all tickets, freeing the team for complex cases.
Scripting intents across three markets was an infinite loop. Feeding their knowledge base to generative AI, Melodie launched in weeks.
Email support dragged for hours during live games. An AI agent now absorbs the spikes, resolving 80% of queries in minutes.
Global expansion stretched support agents thin. Now, an AI agent resolves nearly half of all tickets, freeing the team for complex cases.
Asset ledgers across three tools were unreachable by the AI helpdesk. One migration consolidated them — now employees self-serve through AI.
Flying blind across AI pipelines—no view of cost or accuracy. Observability cut compute costs 87.5% and root cause from 30 hours to minutes.
Data siloed across five products, no shared identity. A unified ID and AI trained on slang now complete cancellations inside the chat.
Agents summarized every call by hand and memorized talk scripts. Voice-to-text and real-time screen pops cut after-call work by 80%.
Every viewer question scripted by hand. 237K World Cup viewers describe problems in their own words—Spanglish, regional Spanish, and all.
A Spanish-language streaming service handling roughly 66,000 monthly viewer conversations across the US, Mexico, and Latin America, with volume spiking nearly threefold during major programming events like the World Cup.
The scripted chatbot required the team to manually build a conversation path for every possible way a viewer might phrase a question, and viewers...
“Generative AI lets viewers explain an issue in their own words. It also gives us more flexibility because we do not have to script every step of the conversation.”
Spanish-language media company with broadcast TV, streaming (ViX), and digital platforms.
AI customer service automation platform for messaging, voice, and email.
TelevisaUnivision's Customer support is part of this use case:
Related implementations across industries and use cases
Email support dragged for hours during live games. An AI agent now absorbs the spikes, resolving 80% of queries in minutes.
Global expansion stretched support agents thin. Now, an AI agent resolves nearly half of all tickets, freeing the team for complex cases.
Scripting intents across three markets was an infinite loop. Feeding their knowledge base to generative AI, Melodie launched in weeks.
Email support dragged for hours during live games. An AI agent now absorbs the spikes, resolving 80% of queries in minutes.
Global expansion stretched support agents thin. Now, an AI agent resolves nearly half of all tickets, freeing the team for complex cases.
Asset ledgers across three tools were unreachable by the AI helpdesk. One migration consolidated them — now employees self-serve through AI.
Flying blind across AI pipelines—no view of cost or accuracy. Observability cut compute costs 87.5% and root cause from 30 hours to minutes.
Data siloed across five products, no shared identity. A unified ID and AI trained on slang now complete cancellations inside the chat.
Agents summarized every call by hand and memorized talk scripts. Voice-to-text and real-time screen pops cut after-call work by 80%.