STAGE boosts customer support with SquadStack.ai’s multilingual AI
SquadStack.ai has announced that its partnership with STAGE has resulted in significant improvements in customer support operations through the deployment of its Humanoid AI Agent Stack.
STAGE, a regional OTT platform in India focusing on content in Haryanvi, Rajasthani, and Bhojpuri, faced surging demand and escalating query volumes, especially regarding payment deductions and refund requests. The company's support team was challenged by an increasing load, leading to delays in response times and customer dissatisfaction.
As part of the collaboration, SquadStack.ai's Humanoid AI Agent Stack was implemented across STAGE's customer support channels. In six weeks following deployment, STAGE reports it achieved 55% call deflection, an 86% customer satisfaction (CSAT) score, and a 70% reduction in support costs.
The AI-driven solution has enabled STAGE to deliver constant, empathetic, and efficient customer support, freeing human agents to address more complex and high-value customer issues. The technology operates around the clock and accommodates the regional language preferences of STAGE's user base, supporting interactions in Haryanvi, Rajasthani, and Bhojpuri, among others.
SquadStack.ai notes that its Humanoid AI Agents are trained on over 600 million actual customer conversations, allowing for more natural, conversational, and contextually sensitive interactions than those traditionally managed by chatbots. The system can handle refund queries with a level of empathy, while also integrating recommendations for new shows and content based on the individual user's journey. This approach is designed to maintain a balance between resolving service requests and driving engagement with STAGE's offerings.
"Our vision has always been to enable businesses to engage with their customers in ways that are scalable, secure, and empathetic. Our partnership with STAGE is a strong validation of this vision, where our Humanoid AI Agent Stack deflected over half of incoming calls, reduced support costs by 70 percent, and improved customer satisfaction to 86 percent. By combining AI with human agents, we were able to deliver faster resolutions at scale without losing the empathy and personalization that customers value most," said Mr. Apurv Agrawal, Co-founder & CEO of SquadStack.ai.
The integration of the AI solution has also highlighted the company's focus on security and compliance. SquadStack.ai states that its platform adheres to DND regulations and achieves ISO 27001 and SOC 2 standards, providing assurance for enterprises wishing to scale operations without compromising on data integrity or user trust. The performance metrics of the Humanoid AI Agents compare favourably with traditional human support, with significantly reduced average handling times and enhanced capacity for empathetic engagement.
"Managing query volumes has always been a challenge for us, and earlier attempts like hiring our own agents could not scale consistently. With SquadStack.ai, we are now able to respond to nearly 90 percent of leads instantly, with an impressive average handling time of 46 seconds. What makes it even more powerful is the multilingual capability of their AI agents, which ensures our customers feel heard and supported in the language they are most comfortable with," said Mr. Harsh Tripathi, Co-founder of STAGE.
STAGE's implementation of the AI solution demonstrates how technology adapted to local languages and cultural contexts can drive engagement and operational efficiency in India's expanding digital ecosystem. The partnership illustrates a model for customer support that prioritises scalability, accessibility, and personalised engagement.
The experience of STAGE and SquadStack.ai underscores the potential for AI-driven platforms to address the evolving demands of digital consumers, particularly in markets characterised by linguistic and cultural diversity.
