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Kayo Sports Sends In Customer Service Einstein Bots

Get ready to speak to ‘advanced natural language processing’ Einstein Bots set to take over Kayo Sports customer service as the sports streaming service aims to reach 100% self-service and customer support automation.

Kayo is already on its way to achieving greater than 95% self-service and customer support automation in its first 12 months but is now introducing further artificial intelligence-led customer service with help from AI solutions business Salesforce.

Julian Ogrin, Kayo CEO, revealed the plan at the annual Dreamforce conference in San Francisco, telling conference-goers that the customer service journey is at the heart of the company’s success.

‘We have built a platform and a strategy that is customer future-focused.’

Working closely with the Salesforce team, Kayo has constructed an innovated customer service strategy implemented in just 16 weeks from scope to execution.

Of the customers that visit Kayo’s help centre, 95% can completely self-serve their issue through the automation process, with 40% of those that require further assistance being manged through Kayo’s support channel augmented by Einstein Bots.

Easy to create, train and deploy, the Einstein Bots use advanced natural language processing (NLP) technology, ‘to handle the majority of cases and escalate complex cases to customer service agents.’

According to SystemPartners, the customer service team sits directly within the data team allowing for high data-driven customer service targets.

The Salesforce Einstein chatbot can draw on the customer data and handle transactions and updates in Service Cloud, as well as the self-service knowledge base within Salesforce Communities.

While most users would prefer to speak with a real human when requesting customer service, occasionally, automation can streamline support requests and troubleshooting.

Salesforce EVP & GM, Ulrik Nehammer explained that ‘as service expectations rise, the use of AI and machine learning becomes increasingly important to meet and exceed those expectations’.

Kayo Sports has a current subscriber base of 443,000 customers, with 402,000 of those paying since day one.

In fact, when Mr Ogrin was speaking with the Australian, he identified Kayo’s streaming latency of fewer than 10 seconds, substantially less than its competitors who generally see a delay of up to 30 or 35 seconds.

‘We’re doing that with 300 games, a delay of less than 10 seconds really is pretty amazing’.

Furthermore, customers are reportedly watching seven sports a week and streaming an average of 5 hours and 20 minutes, according to Mr Ogrin, who also stated that Kayo Sports is, ‘just getting started’.

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