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Conversational AI in Customer Service – A Must-Have for Media and Entertainment Industry

The media and entertainment industry is one of the most competitive in existence — perhaps what makes it evolve invariably. However, there are times when media houses struggle to realize personalized communication with their audience.

Unfavorably, this ineffective communication and the associated subordinate audience engagement result in lower customer acquisition, engagement, and retention.

But thanks to conversational AI and deep learning algorithms, entertainment companies can expect a great improvement in the long run. These technologies deliver responses that are intelligent, natural, and quick.

In fact, as per recent estimates, the conversational AI market is expected to grow to $18.6 billion by 2026, up from $6.8 billion recorded in 2021.

But what is conversational AI, and how exactly can it help the media and entertainment industry in the long run?

Here’s a complete guide to understanding this technology and its applications in the media and entertainment industry.

What is Conversational AI?

Conversational AI powers chat and voice bots with which users can seamlessly and profoundly communicate. This technology leverages large volumes of data, machine learning (ML), and natural language processing (NLP) to imitate human interactions and recognize speech and text inputs. As such, these bots can comprehend the contextual elements and translate their meaning into various languages.

Conversational AI in Media and Entertainment Industry

Conversational AI can be employed in media for information dissemination, advertising, promotion, product discovery, etc. It can make communication effective and increase millennial audiences across digital channels.

That said, here are some of the benefits of using conversational AI in the media and entertainment field:

Helps in Global Broadcasting

With the help of these bots, entertainment giants can broadcast their content to a large group of global audiences. These AI-driven bots send personalized content and, at the same time, help improve the audience’s experience.

Makes Browsing Experience Better

Bots help users save time from navigating through the website or downloading the application to find the right content. Users can simply enter the content they are looking for in the chat box, and these bots will put forth the most genuine results within seconds.

Manages Event Registrations

The AI-driven bots also help website visitors find tours and events based on their preferences, location, price, and other filters. Moreover, they can be used to book and track ticket bookings – quickly and easily.

Facilitates Personalized Alerts

After the users have updated their preferences of the websites, these bots notify them about the new content by sending them personalized news alerts, movie recommendations, events updates, etc.

Advances Content Control

The chatbots can also help control the content delivery to the audiences on the website. They can be tweaked to avoid content downpour and provide the content based on the audience’s preference.

4 Use Cases of Conversational AI in Media and Entertainment

Customer Service

Zendesk’s 2022 survey reveals that 81% of the customers consider customer service experience integral to their loyalty and a trigger for “another purchase.”

With interactive media and entertainment channels soaring through the ranks (like OTT platforms), conversational AI is becoming a reliable means to provide customers with instant access to news updates, music, entertainment blogs, gaming updates, video streaming, and more.

Conversational AI is one of the best ways for media companies to facilitate information exchange and resolve queries without necessarily increasing budgets.

Branded Content

Another exciting use case of conversational AI bots is expediting personalized knowledge discovery. These bots offer relevant content to the users that can help increase views, CTR, or magnify whatever a brand has benchmarked.

Branded content by chatbots allows companies to humanize their brand and connect with their target audience most uniquely and authentically.

For example, while creating a bot, one can give it a friendly name that can also be the brand’s digital ambassador. Doing so will help the business create a more narrowed and conceptualized chatbot to provide appealing content on demand.

Not only this, but chatbots can also become the distribution channel to provide website visitors with branded content. They can engage the visitors in a hearty and authentic conversation within a minute and advance them in the conversion pipeline.

Advertising and Promotion

Conversational AI also finds itself a viable option to accentuate marketing, promotion, and advertising. For instance, companies can use technology to promote a book, movie, or artist campaign.

Consider this; before the launch of the final seasons of Game of Thrones (GoT), the show’s marketing team introduced an AI-powered chatbot on Facebook that answered all the GoT-related questions. This became really popular and was loved by the audience.

Such advertising strategies can be highly effective and increase user engagement with the brand.

Content Discovery

Conversational AI bots have the power to understand the past behavior of the users on various content platforms and comprehend their preferences. Chatbots can use the “notification” feature to help the users across content that the viewers love reading.

In this manner, these AI bots optimize the quality of search results, eliminating the need to search for content. Moreover, they allow content creators to manage lifecycles and improve media production.

These bots serve as a hands-on digital assistant that helps in discovering content. Additionally, these bots help increase the visibility of evergreen content if the SEO efforts fail.

Examples of Conversational AI

Conversational AI is everywhere. Besides the media industry, it is also used in eCommerce, travel, hospitality, and the financial sector.

Some of the widespread examples of Conversational AI include:

  • “Okay, Google” voice command activates Google Assistant on Android devices.
  • The “Alexa” voice command activates conversational appliances like Amazon Echo’s virtual assistant.
  • The Siri voice assistant is available on iPhones and iPads.
  • Virtual assistants like Cortana are available on smartphones, tablets, and computers.
  • All mobile applications require users to type in questions about the product they are trying to purchase (many eCommerce stores or websites utilize this AI feature).

Another prevalent conversational AI example includes standard text-based messaging. This feature enables the customers to communicate directly with companies via text rather than calling an agent or opening a new browser window.


Conversational AI in the media and entertainment industry can help to reduce the cost of customer service and, at the same time, provide customers with content that will keep them hooked.

With these bots, media giants can expand their services, improve user experience, and increase the customer base.

Interested in leveraging the power of conversational AI for your business? Contact us today.

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