How leaders in media and entertainment use AI to transform CX

From binge-worthy streaming to high-stakes gaming and live betting, entertainment companies are handling customer interactions around the clock. Fans expect instant, personalized, and reliable support–even during peak traffic. AI is the behind-the-scenes MVP, helping these companies scale seamlessly, operate with agility, and deliver experiences that keep audiences coming back.

SeatGeek, Swiss Casinos, and Unity are three Zendesk customers showing what’s possible when AI is deployed strategically and thoughtfully.

SeatGeek: Fast, contextual fan support when it matters most

Key takeaway: AI that understands context becomes a real-time concierge, not just a bot.

When fans invest in live events, they expect seamless support exactly when they need it. Ticketing spikes are unpredictable, but SeatGeek meets the challenge with Zendesk AI Agents. Unlike generic chatbots, these AI agents tap into real-time order systems, event details, and individual user histories to deliver fast, accurate, and personalized answers.

AI agents tackle common questions like “Where are my tickets?” using context-specific knowledge. Today, over 51% of inquiries are automated, helping fans get fast accurate answers. Customer satisfaction has doubled and strong agent feedback loops ensure SeatGeek can expand automation confidently and continuously improve the fan experience.

The result: Fans receive timely, personalized service, even during peak demand without stretching SeatGeek’s support team too thin.

SeatGeek shows that when AI is connected to the right systems, it delivers the right answer at the right moment.

Swiss Casinos: 24/7, high-quality player support

Key takeaway: AI keeps Swiss Casinos’ support fast, reliable, and always-on without sacrificing the human touch.

Swiss Casinos operates In a fast-moving and highly regulated environment where seasonal spikes in player inquiries are common. Maintaining consistent, high-quality experiences is critical. With Zendesk AI, nearly 50% of chat inquiries–from account issues to game rules–are resolved automatically, while complex cases are routed to human agents. Players receive fast, accurate support anytime, day or night.

Behind the scenes, Zendesk AI Copilot helps agents draft consistent, multilingual, and empathetic responses. A unified workspace provides agents with centralized access to player history, risk alerts, and past conversations, allowing them to resolve high–value interactions quickly and confidently.

The result: 30% increase in team efficiency, higher CSAT, and the ability to deliver 24/7 support without hiring more staff.

By modernizing support operations with AI, Swiss Casinos is scaling CX while strengthening player loyalty.

Unity: AI-powered self-service to scale player support

Key takeaway: AI supercharges self-service by deflecting tickets and freeing experts for complex cases.

Unity, a global gaming development platform supporting over 70% of the top 1,000 mobile games, faced rapid growth in its creator community (source). Instead of scaling by endlessly hiring, Unity reimagined self-service with Zendesk AI agents, smart web forms, and intelligent routing.

Many user questions are now answered before tickets are even created, deflecting thousands of inquiries. When human expertise is needed, AI triages and routes issues based on complexity, urgency, and risk. Insights from these interactions continuously improve the help center, making self-service smarter over time.

The result: Nearly 8,000 tickets deflected, over $1.3M saved, and an 83% faster first response–all while maintaining high customer satisfaction across a global user base.

Unity has built a sustainable, cost-efficient model to scale world-class support for millions of developers and users.

What these stories reveal about the future of CX in media and entertainment

1. Automation removes friction without eliminating human touch

   AI handles routine, high-volume inquiries like ticketing or account questions, freeing agents for high-value interactions that build loyalty and trust.

2. Contextual AI powers personalized experiences

   Integrating AI with event management, subscription, and security systems delivers accurate, relevant solutions–not just generic responses.

3. Smart self-service scales seamless support

   Intelligent self-service recommendations empower audiences to resolve issues quickly, reducing costs while keeping fans happy during peak moments.

The bottom line

AI goes beyond the hype to provide an operational edge. With the Zendesk Resolution Platform, media and entertainment companies are automating intelligently, delivering faster and more personalized service, and keeping the show running smoothly.