ProSieben and Nagarro revolutionize customer experience with a new AI-based next-generation service desk

Munich/Germany, January 29, 2024: Nagarro, a global leader in digital engineering, is expanding its partnership with ProSiebenSat.1 Media SE. The two companies are now intensifying their collaboration and developing an AI-based next-generation service desk for the media group's more than 7,500 employees to create a pioneering service and support offering.

From 2017 onwards, Nagarro has been taking care of the hosting and operations of ProSiebenSat.1's SAP system landscape. Nagarro also maintains a 24/7 service desk for the Group's employees and processes around 3,000 technical queries per month.

Based on the successful cooperation, the two companies have extended the contract for service desk services and further intensified their collaboration. The focus is on developing a next-generation service desk that uses artificial intelligence to fundamentally transform service and support requests at Nagarro for ProSiebenSat.1 employees. The revolution in customer service is being driven by advances in chatbot technologies, which can now act in an advisory capacity and manage conversations in a targeted manner, from pure incident handling to holistic support, with AI taking on important assistance tasks and significantly increasing user convenience.

Stefan Rother, Executive Director at Nagarro, comments: "Experience has shown that a large number of people are reluctant to use telephone support. Of course, we will continue to offer this, but at the same time, we will create a new, innovative advisory experience with AI. The AI will support employees in creating processing tickets and provide solutions independently. In the future, we expect a high degree of automation with fewer service requests to the team and a further increase in customer satisfaction."

However, these support and self-service functionalities are not the end of the story. In the near future, extended applications are planned. For example, the connection of a knowledge database maintained and managed by Nagarro for knowledge management at ProSiebenSat.1. Numerous other application scenarios for the AI-based service desk are also possible.

Wolfgang Neubauer, Managing Director of ProSiebenSat.1 Tech Solutions is extremely satisfied with the deepening of the cooperation. He comments: "We have been working with Nagarro since 2017. They have supported us in our day-to-day business and provided us with excellent support in complex IT projects such as the implementation of Service Now. Therefore, it was clear that we wanted to expand our cooperation further. I am very much looking forward to the in-depth collaboration."

About ProSieben Sat.1 Media SE

ProSiebenSat.1 Media SE, headquartered in Unterföhring near Munich, is a listed German media company that unites the German free TV channels ProSieben, Sat.1, Kabel Eins, Sixx, ProSieben Maxx, Sat.1 Gold and Kabel Eins Doku and the three German pay TV channels ProSieben Fun, Sat.1 emotions and Kabel Eins Classics under one roof. ProSiebenSat.1 is the home of popular entertainment and infotainment and one of the leading entertainment and commerce providers in the German-speaking world. The company has been listed on the MDAX since March 19, 2018, and generated revenues of EUR 4,163 million in 2022.

About Nagarro

Nagarro, a global digital engineering leader, helps clients become fluidic, innovative, digital-first companies and thus win in their markets. The company is distinguished by its entrepreneurial, agile, global character, CARING mindset, and Fluidic Enterprise vision. Nagarro employs over 19,000 people in 36 countries. For more information, visit www.nagarro.com. FRA: NA9 (SDAX/TecDAX, ISIN DE000A3H2200, WKN A3H220)

For inquiries, please contact [email protected].

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