Outstanding customer support is crucial for success. Hi5's AI-powered chatbot enhances support efficiency and delivers instant resolutions, allowing OTT businesses to scale and improve customer experiences without increasing operational costs.
Meeting OTT Support Challenges
As OTT businesses expand, so do the challenges of maintaining quality support amid growing contact volumes. Cleeng’s Hi5 chatbot tackles these pain points with generative AI that provides instant, contextual responses and seamless escalation of complex issues to human agents.
Common Challenges Faced by OTT Providers:
- High inquiry volumes and reliance on human support create scalability issues.
- Inefficient chatbots lead to high bounce rates and dissatisfied customers.
- Lack of multilingual support limits accessibility for diverse user bases.
- Poorly configured chat flows and outdated bots degrade user experience.
- Chatbot performance isn’t tracked or optimized, leading to inconsistent results.
How Hi5 Enhances Customer Support
Hi5 goes beyond basic chatbot functions, offering:
Instant, Contextual Responses: Powered by AI, Hi5 provides quick answers that resonate with user needs, enhancing engagement and satisfaction.Proactive Issue Resolution: The bot suggests articles and solutions from your help center, minimizing manual intervention and resolving issues faster.
Seamless Escalation: For complex inquiries, Hi5 smoothly transitions the conversation to human agents, ensuring customers always receive the appropriate support.
Scalability: Hi5 can handle thousands of conversations simultaneously, allowing your support operations to grow alongside your business.
Chatbot Development Cycle
To ensure Hi5 remains at the forefront of customer support innovation, Cleeng employs a comprehensive chatbot development cycle:
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Personalization: Tailoring the chatbot to reflect your brand’s needs, language, and communication style.
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Learning: Continuously teaching the bot how to respond effectively, suggest relevant FAQ articles, and adapt to user intent.
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Execution: Hi5 proactively offers predefined responses and analyzes incoming messages for real-time understanding.
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Analysis: Measuring performance through quantitative KPIs to optimize user experience and drive improvements.
Proven Performance and Impact
Hi5's capabilities are backed by impressive stats:
- 75% average deflection rate: Most inquiries are resolved without human involvement, reducing operational costs.
- Instant Resolutions: The bot delivers immediate SLA, enhancing the user experience.
- 10,000+ conversations daily: Hi5 efficiently manages high volumes without compromising quality.
- Up to 30% decrease in ticket creation: By resolving common issues upfront, Hi5 significantly reduces the workload on human agents.
A Strategic Partner in Customer Support
Hi5 isn’t just a tool; it’s a strategic partner that evolves with your business needs. Supported by dedicated chatbot specialists, Hi5 undergoes continuous monitoring and optimization, ensuring peak performance and adaptability. It also offers multilingual support and customizations to reflect your brand’s tone and visual identity, making it a natural extension of your overall service experience.
With Hi5, Cleeng empowers OTT providers to elevate their customer support, driving retention, reducing churn, and ensuring a seamless, scalable support solution. This is why today, our biggest clients—NFL, BroadwayHD, MXGP, TOD, Big10, and more—trust us with taking care of their daily customer interactions.
Want to learn more about reducing operational costs with Hi5?
