As one of Denmark’s leading public service TV stations, TV 2 provides news, sports, weather, and entertainment. With seven TV channels and a robust digital presence, TV 2 caters to a diverse audience across various platforms.

Background: Meeting a growing demand

With over 1,300 employees and more than a million users on TV 2 Play, the organisation wanted to ensure efficient support for every customer. Recognising the need to enhance their self-service capabilities, TV 2 sought to improve their customer experience by ensuring that support was fast, reliable, and available around the clock. 

Solution: Implementing self-service solutions

To achieve this, TV 2 integrated the SupWiz Chat Agent (later acquired by Puzzel) into their support operations. This initiative aimed to streamline customer interactions and provide instant assistance for common queries. Later on, TV 2 observed that many of their users preferred using email for more detailed queries. As a response, TV 2 introduced TV Torben, an Email Agent designed to handle complex, text-heavy questions efficiently. 

Results: Transforming the customer experience

The deployment of TV Tove (the AI Chat Agentt) and TV Torben (the AI Emat Agent) has significantly transformed TV 2’s customer support. The combination of these technologies has boosted self-service rates and enhanced the overall user experience. TV Torben manages more detailed and text-intensive email queries, while TV Tove efficiently handles shorter, straightforward questions. This dual approach has created a balanced and effective support system that caters to the diverse needs of TV 2’s users. Pernille Sønderlund, former Team Manager at TV 2, concludes: “We are very satisfied with the AI agents - they make it possible to give our customers fast and consistent responses.”