Work
opacity arrow
DStv Intelligent Assistant
Case Study

Helping Africa’s broadcasting giant take self-service to the next level

We built an intelligent WhatsApp assistant that understands DStv’s users to provide a simple, centralised and scalable self-service solution that makes ticket queues a thing of the past.
Award winning work
Challenge
With a growing user base of over 9 million South Africans, DStv needed a scalable solution that resolved more customer queries in less time.
Solution
Companies like DStv usually give their customers self-service options online or via USSD. But even those require some form of standing up, logging in or worse – waiting. So DStv briefed us to take their self-service offering to the next level – WhatsApp. Using our AI-powered conversational platform Helm Engine™, we built an Intelligent Assistant that can understand and respond to users on the world’s most widely-used messaging app.

First, we built an assisted service platform for agents

Before we could get going on the big one, we needed to make sure the call centre agents were properly enabled to solve customer queries. So we built an assisted service platform that intelligently integrates with various back-end systems to deliver a User Interface that helps agents solve queries in less time. But the real magic would ultimately happen in the palm of the end user’s hand.

First, we built an assisted service platform for agents

Before we could get going on the big one, we needed to make sure the call centre agents were properly enabled to solve customer queries. So we built an assisted service platform that intelligently integrates with various back-end systems to deliver a User Interface that helps agents solve queries in less time. But the real magic would ultimately happen in the palm of the end user’s hand.

Radically simplified self-service

DStv wanted to give their customers a top-tier self-service option to go with its top-tier service offering. So they approached us to help them radically simplify their self-service game. Launched in 2019, the WhatsApp Intelligent Assistant allows customers to perform everyday functions on SA’s most popular social app. The intelligent assistant can clear decoder errors, manage accounts, and solve problems that previously required a phone call or physical presence in-store.

large image 1large image 1

"

It’s amazing to see more and more of our customers using DStv Assist as their preferred channel. What we have achieved here builds on DStv’s already-strong self-service offering, and this is only the beginning ."

Saret Marais

Executive Head of Group Digital Enablement

Always Learning through NLU

By harnessing the NLU capabilities of Helm Helm Engine™, DStv Assist can understand what users are saying and even proactively learn their behaviours, like when they tend to change packages and when they’re going on holiday.

Always Learning through NLU

By harnessing the NLU capabilities of Helm Helm Engine™, DStv Assist can understand what users are saying and even proactively learn their behaviours, like when they tend to change packages and when they’re going on holiday.

Real data, real time

The vision and strategy were based on the most common customer queries. DStv Self-Service can now upgrade and pay accounts, check balances, manage holiday viewing, rent BoxOffice movies and check the TV guide. Using DStv’s API as a single source of truth, Helm Engine™ is a hub of centralised intelligence. With all that data waiting to be used, the key it to understand what the user is saying and respond in seconds.

large image 2large image 2

Result

All of this would mean nothing if the solution didn’t make a difference to DStv as a business. Sure, we’ve done our bit to improve the customer experience, but the solution also improved customer relations, saved thousands of hours of time, and improved customer retention.

1.3 M

Average monthly users

1.6 B

Messages processed

13.8 M

Unique users since launch

# 1

DStv's best-performing self-service channel