Turn subscribers into superfans with AI-powered engagement
We helped a streaming platform deploy AI agents for content discovery, subscription support, and viewer engagement—reducing churn by 18% and increasing average watch time by 23%.
- AI concierges across web, mobile app, smart TV, and social channels
- Personalized content recommendations based on viewing patterns
- Instant subscription and billing support without wait times
- Multilingual support in 12+ languages for global audiences
Platform metrics (today)
2.4M active viewers
87% satisfaction • 4.2 hrs avg. watch time
Challenges
- High support volume around billing, account access, and "I can't find anything to watch" queries drained CX resources.
- Content discovery relied on basic algorithms; viewers struggled to find shows matching their mood or interests.
- Subscription cancellations spiked when users hit technical issues or billing confusion during trial periods.
Our solution
We deployed an agentic layer across the platform's content catalog, subscriber management, and support channels. Lussent agents help viewers discover content, resolve technical and billing issues, and prevent churn by addressing pain points in real-time.
Agentic playbooks
Intelligent content discovery
AI agents act as personal curators, helping viewers find exactly what they want to watch based on natural conversation and context.
- Natural queries: "something funny but not too long" or "thriller like that show I watched last month"
- Mood-based recommendations powered by viewing history and preferences
- Smart bundling of series, related content, and upcoming releases
Account & technical support automation
End-to-end resolution for login issues, device management, playback problems, and account settings across all platforms.
- Password resets, device authorization, and profile management
- Troubleshooting playback errors with device-specific guidance
- Parental controls and viewing restrictions setup
Subscription & billing intelligence
Policy-aware agents handle plan changes, payment issues, and cancellation prevention while maximizing lifetime value.
- Self-service plan upgrades, downgrades, and pause options
- Proactive payment failure resolution with retry scheduling
- Retention offers and personalized pause/discount flows for at-risk subscribers
−18%
Subscriber churn rate
+23%
Average watch time
−54%
Support ticket volume
+41%
First-contact resolution
with AI triage
“Lussent's agents understand our viewers like our best customer success team members—but they're available 24/7 in every language. We've seen dramatic improvements in satisfaction and retention.”
Frequently asked questions
Transform your viewer experience with AI
Turn every touchpoint into a personalized, helpful interaction that keeps subscribers engaged and watching—without scaling support teams.