Czech Television Managed the Surge of Inquiries Thanks to AI

The deployment of an AI chatbot enabled Czech Television to handle an extraordinary communication load caused by the amendment to the broadcasting fee law without increasing staffing costs. The chatbot ensured instant access to information 24/7, unified responses, reduced workload for the team, and maintained a high level of public satisfaction.

Czech Television is a public service broadcaster and the largest television organization in the Czech Republic. It operates six thematic channels and offers a wide range of news, cultural, and educational programs. It has long emphasized transparent communication with the public, innovation, and the modernization of its services in line with the needs of viewers and the digital era.

Initial Situation

Following the amendment expanding the group of fee payers and increasing the TV license fee, Czech Television faced an exceptional communication challenge. A sharp increase in questions and requests from the public was expected, not only from individuals but also from companies and institutions seeking clarity on the new rules.

The customer service center and online communication channels were at high risk of overload. Therefore, it was essential to find a solution that would:

1. Automate responses without operator involvement
2. Handle a massive volume of inquiries in a short time
3. Maintain accuracy, reliability, and a consistent communication tone

The main goal was to ensure fast, reliable, and unified public information without increasing call center staff.

Solution

An AI chatbot based on LLM (Large Language Model) technology was implemented on the official Czech Television website poplatky.ceskatelevize.cz. Thanks to its ability to understand natural language, the chatbot can instantly respond to a wide range of questions from general information about fees to specific user scenarios.

‍Key Benefits

24/7 availability – the public can access information at any time

Automatic handling of high inquiry volumes without human intervention

Consistent and accurate answers aligned with official CT communication

Quick user orientation in legislative changes

Using modern AI technology, the chatbot communicates in a natural, human-like, and factually accurate way essential for sensitive topics such as fees or legal changes.

Knowledge Sources and Training

The chatbot was trained on a combination of internal Czech Television documents and FAQs, official legislative texts, and the law amendment, as well as real inquiries from the contact center, which provided valuable data for fine-tuning the responses.

This hybrid approach ensured high relevance, consistent communication tone, and factual accuracy.

Why Czech Television Chose coworkers.ai

Czech Television sought a partner capable of responding quickly to an extraordinary situation while ensuring reliable, accurate, and empathetic communication.

Proven experience with AI automation in the public sector

Fast implementation - chatbot ready within a few days

Strong focus on accuracy and consistency

Guaranteed brand-aligned tone, natural, empathetic, and human-centric

Coworkers.ai became the partner that transformed a complex agenda into clear, accessible, and unified communication for the public.

Implementation and Operations

The project was executed in a rapid deployment mode with close collaboration between Czech Television and the Coworkers.ai team.
‍
The biggest challenge was ensuring accuracy across diverse questions involving legal, technical, and practical aspects. Thanks to intensive training and feedback from the CT team, the chatbot reached high precision within five days and was ready for full deployment.
‍
The system was designed for quick knowledge updates in line with legislative developments and user needs.

Summary and Future Plans

The deployment of the AI chatbot helped Czech Television manage the surge in inquiries after the legislative change, without expanding the operator team.
‍
The chatbot can instantly answer thousands of questions, maintain a consistent and trustworthy tone, and provide uninterrupted 24/7 information.
‍
Through this collaboration, Czech Television reduced operational costs, maintained high communication quality, and laid the foundation for further digital automation.

Future plans

Expand the chatbot to additional scenarios like technical support, access to the archive, broadcasting information

Connect it to more internal databases

Use AI for inquiry analysis and categorization to predict communication trends

With these steps, Czech Television continues its digital transformation and communication automation.

Czech Television Managed the Surge of Inquiries Thanks to AI

Newsletter subscription