How Podimo is transforming customer support with AI agents

• Susanna, the AI agent, responds to most frequently asked customer support questions, seamlessly adapted to diverse markets and languages
• Rauda'a AI also helps in the content discovery based on the users requests through natural language conversations
• The AI Agent evaluates human agents to ensure consistent quality and identify areas for improvement

Challenge

Podimo faced the challenge of scaling customer support across multiple international markets without compromising personalization and quality. Podimo required a solution capable of managing customer inquiries efficiently and adapting seamlessly to local languages and cultural nuances—all while integrating effortlessly with their existing Zendesk support infrastructure.

Solution

Rauda AI provided Podimo with an advanced generative AI agent that automated customer interactions in a highly personalized manner. This AI agent is embedded directly into Podimo's existing Zendesk setup, acting as an intelligent virtual assistant capable of handling support live interactions (chats). Beyond resolving queries, Rauda AI's agents proactively recommended personalized podcast and audiobook content, significantly enhancing customer engagement across different markets.

“Rauda AI agents now resolve routine queries in five languages and recommend each listener’s next podcast in seconds, freeing our team for the conversations that count.” — Ana Senso, Global Director of Customer Support at Podimo

Results

With Rauda AI, Podimo successfully deployed AI-driven customer interactions across Germany, Spain, Mexico, the Netherlands and Denmark. We have been able to absorb a big percentage of the user interactions (deflection), improving SLAs (responding immediately) and offering users self managed customer support experience by achieving seamless multilingual and multicultural adaptation.

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The AI agent not only efficiently manages support interactions and reviews but also elevated the user experience through personalized content recommendations. These recommendations are taken directly from the Podimo content catalogue and offered based on the user’s preferences. Additionally, Rauda AI's capability to automatically evaluate human customer support agents enhanced operational efficiency and provided valuable insights for continuous improvement, solidifying Podimo’s position as an innovative leader.

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