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Sunday, 13 September 2020 01:20

Pypestream integrates customer experience platform with Conviva

Pypestream CEO and founder Richard Smullen Pypestream CEO and founder Richard Smullen

Cloud messaging and customer experience automation platform provider Pypestream has integrated with global streaming media intelligence company Conviva to jointly offer proactive digital “conversational experiences” through notifications, eliminating the need for customers to reactively call or email a call centre.

Noting that Sling TV uses the proactive feature to provide customers with smart self-service solutions and always-on conversational brand experiences, Pypestream CEO Richard Smullen said, “Our integration with Conviva allows us to deliver true AI-driven customer experiences that help a business's bottom line while exceeding customer expectations.

“Customer service today is built on reactivity, but for the first time ever, Pypestream enables OTT service providers to proactively handle user concerns or service issues. Proactive initiatives are the future of user experience and, now, OTT brands can take another step towards fully automating all steps of their customer support workflow.

“With our market-first integration with Conviva, brands alleviate not only customer frustrations but internal frustrations, while saving time and money.

“Video streaming companies have the power and ability to eliminate call center interactions in favor of customer-preferred conversational AI experiences.”

According to customer experience industry data cited by Pypestream, 68% of consumers say proactive customer service increases brand perception and affinity.

“With Pypestream’s proactive, OTT customer experience integration, Conviva triggers Pypestream to send a notification to the user experiencing viewability issues, eliminating call center outreach, and reactive customer service initiatives. Streaming video and OTT brands can now solve troubleshooting concerns without the need for human intervention through automation capabilities and conversational AI,” notes Pypestream.

“By partnering with Pypestream to offer fully automated proactive outreach, we’re allowing brands to update their user experience journey with touchpoints customers actually want and need,” said Sean Wilkinson, Head of Corporate Development at Conviva.

“Now, instead of disjointed communication via email or interactions with call-center representatives, users will receive a message right away when an issue arises, saving them time and alleviating frustration.”

Pypestream says that with its pre-built conversation designs and AI training data, streaming video and OTT brands can more easily manage subscription changes, technical troubleshooting, and account management.

"At SLING TV, we are hyper-focused on the customer experience, and the Pypestream-Conviva integration allows us to serve our customers in innovative ways," said Seth Van Sickel, vice president of Operations and Customer Experience at SLING TV. "We’ve seen an increase in user satisfaction now that our customers are able to access smarter self-service tools for SLING."

“With our market-first integration with Conviva, brands alleviate not only customer frustrations but internal frustrations, while saving time and money,” said Smullen. “Video streaming companies have the power and ability to eliminate call center interactions in favor of customer-preferred conversational AI experiences.”

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Peter Dinham

Peter Dinham - retired and is a "volunteer" writer for iTWire. He is a veteran journalist and corporate communications consultant. He has worked as a journalist in all forms of media – newspapers/magazines, radio, television, press agency and now, online – including with the Canberra Times, The Examiner (Tasmania), the ABC and AAP-Reuters. As a freelance journalist he also had articles published in Australian and overseas magazines. He worked in the corporate communications/public relations sector, in-house with an airline, and as a senior executive in Australia of the world’s largest communications consultancy, Burson-Marsteller. He also ran his own communications consultancy and was a co-founder in Australia of the global photographic agency, the Image Bank (now Getty Images).

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