How leading streaming service is scaling AI agent adoption while helping new hires ramp with confidence

Delivering entertainment to millions while ensuring every representative has the right answer

For years, this leading streaming service has been connecting audiences with the content they love. Managing millions of customer interactions each month, the company recognized an urgent need to transform how its support teams access and deliver information.

With a sprawling catalog of customer support documentation spanning multiple product lines, channels, and markets, the customer service team faced mounting pressure. Documents and files lacked proper quality controls. Average Handle Time (AHT) metrics were climbing. Customer satisfaction (CSAT) scores were trending downward. Most critically, inconsistent information was preventing the company from confidently deploying AI to automate business operations at scale.

Leadership understood that reliable automation would require more than just deploying technology; it would demand a fundamental shift in how AI systems access, understand, and apply information across the organization. The principle was clear: every second counts, and every automated interaction must deliver the same quality as a human expert.

The results validated this approach. By June 2025, the chatbot achieved a 48% containment rate, resolving nearly half of all inquiries without human intervention and contributing to a 7% reduction in overall contact volume. With this foundation in place, the company moved forward on automating refund processing, a critical next step in scaling AI-driven support.

Finding the right platform to power AI and enable agent deployment

Recognizing that AI agents would be central to automating their customer experience operations, the company began searching for a partner who could provide more than point solutions. They needed an agentic platform that could ensure AI agents had access to quality-assured information, enabling reliable automation of customer support functions while maintaining the brand experience customers expected.

Shelf emerged as an AI Agent Operating System: a platform purpose-built to build, manage, and optimize AI agents that automate business operations. Working closely with the streaming service’s teams, Shelf collaborated to understand how AI agents needed to operate across different business functions, from troubleshooting technical issues to handling billing inquiries to guiding customers through new feature releases.

The partnership centered on enabling reliable AI agent automation: providing AI systems with quality-assured content and context, establishing governance workflows that would maintain accuracy at scale, and building the infrastructure necessary for AI agents to operate autonomously while delivering consistent, helpful responses.

Deploying an agentic approach to customer support automation

The company deployed Shelf’s Agent OS to address three core objectives:

Quality assurance for human & AI agent reliability: Establish content quality standards and governance to ensure both human and AI agents could operate with confidence. By implementing rigorous content governance, the organization achieved 96% adherence to its service-level agreements, creating the foundation for AI agents to automate customer interactions at scale without sacrificing quality.

AI agent enablement and optimization: Create rich context around documents and files that would enable AI agents to understand, retrieve, and apply information effectively. This structured approach became the backbone of deploying AI agents across the customer support organization, driving 154% improvement in overall human agent adoption.

Accelerated human agent proficiency: While AI agents automated routine interactions, human agents needed faster access to information for complex scenarios. By reducing onboarding time and accelerating time-to-proficiency, the platform enabled the organization to optimize its blended human-AI support model.

The implementation touched multiple dimensions of automated operations—from the AI agents handling customer inquiries to the workflows governing how information flows through the system. Early partners within the organization were instrumental in proving the value, demonstrating that effective AI agent deployment doesn’t just improve metrics, it transforms how work gets done and how customers experience the brand.

Smarter automation, faster teams, measurable impact

The transformation delivered measurable impact across every key dimension:

New hires reached proficiency 42% faster than before, dramatically reducing onboarding time and enabling the organization to scale its blended human-AI support operations more efficiently. As AI agents automated routine tasks, human agents could focus on complex scenarios—but only if they could get up to speed quickly.

The organization saw 154% improvement in overall agent adoption of GenAI—a testament to the reliability of the AI agents powered by Shelf’s platform. When AI agents have access to quality-assured, well-structured information, adoption accelerates naturally and automation becomes trusted rather than resisted.

Agent sentiment improved by 36%, reflecting not just better automation tools, but a better working environment. Support teams felt more confident working alongside AI agents, knowing they had reliable systems to handle routine operations while they focused on delivering exceptional service in complex situations.

Perhaps most importantly, the company achieved 96% adherence to governance SLA, ensuring that the AI agents automating customer interactions would maintain quality and consistency as the business continues to scale.

Shelf has been an essential part of our transformation effort. We’re able to govern content in a way that makes it easy to provide GenAI enabled, quality-assured information to our agents and customers.

— Director of Knowledge Management

Building the future of automated customer operations

This is just the beginning of the journey. With Shelf’s Agent OS as the foundation, the streaming service has built an agentic infrastructure that will continue to expand—enabling new AI agents, automating additional business operations, and delivering increasingly sophisticated customer experiences as AI technology evolves.

The initiative demonstrates that effective automation doesn’t happen by accident. It requires the right agentic platform, commitment to quality and governance, and a partner who understands that AI agents must be built, managed, and optimized with the same rigor as any critical business system.