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.

Challenges

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.

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.