See all customer stories
Podimo enhanced support to thousands of customers with Rauda
Podimo is a premium podcast platform that’s redefining how stories are told and consumed. Founded in Copenhagen, it brings together a wide range of local-language spoken audio entertainment.
AI agent
Susanna, our AI agent, responds support questions, seamlessly adapted to diverse markets and languages
Discovery
Rauda'a AI also helps in the content discovery based on the users requests through natural language conversations
Evals
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.
Solutions
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.
Impact
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.
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.
