​​Playbac

Background

Playbac is a leading educational publisher offering subscription-based content to families. As their digital audience grew, so did the volume of customer inquiries—many of them recurring questions about subscriptions, account changes, and cancellations. Playbac wanted an AI-driven solution that could provide instant assistance, reduce support workload, and deliver a seamless customer experience around the clock.

Challenge

Key challenges included:

• High Volume of Repetitive Inquiries: Subscription questions required constant manual handling.
• Complex Subscription Scenarios: Users needed clear, personalized guidance across multiple subscription options.
• Disparate Knowledge Sources: Customer support information was scattered across structured FAQs and unstructured documents.
  
• Future-Ready AI Capabilities: The solution needed advanced LLM technology for natural, accurate, and scalable interactions.

Solutions Delivered

Zazmic prototyped a Generative AI chatbot on Google Cloud:

• Conversational AI with Dialogflow: Handles intent recognition and user interactions.
• Advanced Reasoning with Gemini Pro: Delivers context-aware responses and dynamic content generation.
• Hybrid Knowledge Ingestion: Combines structured FAQ data (CSV) and unstructured PDFs from Cloud Storage for comprehensive answers.
• Human Escalation Path: Routes complex queries to Playbac’s support team, ensuring high-quality service.

Outcomes

• Improved Customer Experience: Fast, accurate responses to subscription and product questions, 24/7.
• Operational Efficiency: Routine inquiries handled automatically, reducing support workload.
• Scalable, Production-Ready Architecture: Complete GCP environment and ingestion pipeline enable future growth.

Conclusion

Zazmic delivered a generative AI chatbot that transforms Playbac’s customer support. By automating recurring inquiries and providing accurate, personalized assistance, the solution improves customer experience, reduces manual workload, and establishes a foundation for future AI-powered enhancements.