Canal+

The Challenge

Canal+, one of France's largest media companies, manages a massive content catalog and millions of subscribers. Two problems were compounding: subscribers struggled to discover relevant content in an ever-growing library, and the support team was handling 50,000+ tickets per month — subscription issues, technical troubleshooting, content questions.

The content discovery problem hurt engagement metrics. The support volume hurt margins. Both needed solving simultaneously, and both needed AI that could operate at Canal+ scale.

The Solution

We delivered a dual-track AI solution: a content recommendation engine to boost engagement and a support chatbot to handle ticket volume.

• Content recommendation engine: Custom ML models analyzing viewing patterns, preferences, and catalog metadata to surface personalized suggestions
• Support chatbot: NLP-powered assistant handling subscription management, technical troubleshooting, and content discovery questions
• Subscription self-service: Subscribers can upgrade, downgrade, pause, or troubleshoot their accounts without waiting for an agent
• API integrations: Deep integration with Canal+'s existing content management and customer service platforms

The Results

Customer satisfaction increased by 20% as subscribers get instant answers and better content recommendations. The support team can now focus on complex cases that genuinely require human expertise.

Tech Stack