Media AI agent · Audience support
Audience-Support & Community AI Agent
Answer playback, account and device questions for a viewer, draft the community reply and log an accessibility complaint against its clock — with cancellations routed, not handled, and a named manager publishing.
- Typical delivery
- 4–6 weeks
- Deployment
- Your stack
- Public replies
- Manager posts
- After launch
- Agent Care
What this agent does
Answers the viewer, drafts the public reply
In
- 01
Take the viewer's message from chat, email, the help centre or a community thread, with account and device attached.
- 02
Read the session it is about — player errors, device, app build and the status of the service in that region.
Reason
- 03
Answer from the published help centre, the service status page and the account record, and cite what it came from.
- 04
Check what a title's availability, release date or feature actually is before saying anything about it to a viewer.
- 05
Draft the community reply in the brand's approved voice, and mark any plot detail or unannounced date it contains.
Decide
- 06
Detect a cancellation request and hand the viewer straight to the cancellation path, with no offer in between.
- 07
Detect an accessibility complaint, a legal threat, or talk of self-harm or abuse, and route each to its owner.
Out
- 08
Send the reply on the approved private channels, disclosed as an AI agent, and hold every public post for a person.
- 09
Retain the message, the sources read, the reply sent and the complaint clock the case was logged against.
Product statement
The agent answers on the approved private channels. A named community manager publishes anything public, and no offer, credit or cancellation decision is made on this path.
Example workflow
One viewer contact, end to end
- 1Message receivedChat, email, the help centre, an in-app report or a post in one of your community spaces
- 2Session and account readPlayer errors on that session, the device and app build, entitlements on the account and the regional service status
- 3Reply drafted from sourcesThe published help article, the status page and the account record, cited beside the sentence each one supports
- 4Duty screenCancellation, accessibility complaint, legal threat, a minor's account, or a disclosure of self-harm or abuse
No human action required
Stages 1 to 4 run without a person in the loop — the session read, the draft and the duty screen are finished before anyone is asked to look. A disclosure of harm ends that stretch on the spot.
Goes back to the viewer as a private reply.
Goes to the person who owns it, unsent.
Community manager and support lead
Reads the draft and the sources behind it, then puts anything public up under the brand's name — and takes the case over when it carries a duty the agent must not answer.
Approve · Rewrite · Escalate
Approved — handed back
- 6Reply sent or post heldSent on the private channels the boundary allows, disclosed as an agent; anything public waits for a person
- 7Outcome evaluatedAnswer accuracy against the source, repeat contacts, complaints logged to their clock and the edits made before a post went up
Rewrites
Every line a manager changes before it goes up is counted.
What should not run autonomously
Human approval stays in control
Outside the boundary — human approval required
8 items
- Posting a reply in a public community space.
- Making an offer, a credit or a refund.
- Standing between a viewer and cancelling.
- Confirming a fault fixed or service restored.
Automation boundary
Agent acts unaided
- ✓Answer playback, sign-in and device questions.
- ✓Read the session's player errors, device and regional service status.
- ✓Draft the community reply and mark any spoiler in it.
- ✓Log an accessibility complaint against its clock and route it to a named owner.
Write actions run only inside the approval boundaries agreed during implementation. A cancellation is routed, not handled.
- Answering a disclosure of self-harm or abuse.
- Closing an accessibility complaint.
- Confirming an unannounced date or plot detail.
- Changing macros, the duty screen or routing.
Example output
One viewer contact, annotated
Everything the agent sends is attached to the contact it answered.
Support output · single viewer contact
Illustrative example- Viewer wrote
- Subtitles out of sync
- Channel
- In-app chat, disclosed
- Session
- 2 errors
- Logged as
- Accessibility complaint
- Confidence
- 87%
- Fault
- Not diagnosed by the agent
As received
The viewer's own words, the channel used, and the fact that the agent named itself as one.
Evidence used
- Caption track present
- Two player errors
- Help article, sync
Why it left the queue
A captions complaint carries a response duty and a clock. The accessibility owner answers it.
What the score decides
How much a person re-reads before the reply goes back, not how faulty the captions were.
Action
ApproveRewriteEscalateValue
Where AI adds value
The same four claims, placed at the point in the workflow where each one applies.
Where the value lands
Value 01 – 04
Every viewer contact
Chat, email, help centre and community threads
Answer from what is published
Use the help centre, the status page and the account record as they stand now.
Clear the routine questions first
Playback, sign-in and device questions are answered on the private channels, not queued behind them.
Get the duty to its owner early
An accessibility complaint, a legal threat or a disclosure of harm leaves for the person who owns it.
Build an evidence trail
Retain the viewer's words, the session read, the sources cited, the reply sent and the manager's rewrite — on both paths.
Integrations
Typical integrations
Five system groups connect to the same agent. Which of them are in scope is decided in discovery.
Support desk & ticketing
- Zendesk
- Intercom
- Freshdesk
- Salesforce
- helpdesk APIs
Subscriber & entitlement
- Account service
- billing platform
- Entitlements
- device registry
Playback & delivery
- Player telemetry
- QoE dashboards
- Status page
- incident tooling
Agent
Audience support & community
- Answers the viewer
- Holds public replies
- Routes the duty
Community & social
- Discord
- X and Meta pages
- Sprinklr or Khoros
- in-app forums
Observability & evaluation
- OpenTelemetry
- Langfuse
- Supported monitoring/evaluation sources
Integration availability depends on the client's existing systems and API access.
Agent controls
Six layers between the model and your audience
Each control wraps the one inside it. A reply clears every layer before it leaves, and anything that appears in public sits outside all six.
L6 · Outermost — last line of defence
Inward → L1 · closest to the model
- L1 – L2
- Decide whether a reply may stand
- L3
- Decides who speaks in public
- L4 – L5
- Keep the agent named and the trail intact
- L6
- Pulls automation back when signals degrade
How Nestack evaluates it
Evaluate what the viewer was told, and what was routed.
Coverage runs the whole depth of the workflow, and every layer is cut by slice.
Surface — the reply the viewer reads
- E1Final-output evaluationWas the answer correct against the help centre?
- E2Step-level evaluationDid it read the session, the entitlement and the regional status first?
- E3Tool evaluationDid it read and write the right account and contact?
- E4Duty-routing evaluationDid cancellations, complaints and harm disclosures leave on the right path?
- E5Slice evaluationHow does answer quality change across specific contact cohorts?
- E6Business outcomeHow often did a viewer come back, and what did a manager rewrite?
Floor — the contact that comes back a second time
Failure modes
Where each failure originates in the agent
Seven failure modes plotted against the five stages of the agent lifecycle.
Agent lifecycle
Direction of processing →
01 · Intake / session
1 mode
- AS-01
Harm read as support
A message about self-harm or abuse gets a ticket.
Stage gathers
The message, the account, the device and the session
02 · Sources
1 mode
- AS-02
Fault called fixed
The status page recovered; this stream did not.
Stage reads
The help centre, the status page and the entitlement
03 · Drafting
2 modes
- AS-03
Invented account policy
The reply states a device rule that does not exist.
- AS-04
Spoiler in the draft
A plot point or an unannounced date, in a reply.
Stage drafts
The reply, the article cited and the confidence
04 · Routing / send
2 modes
- AS-05
Cancellation intercepted
A cancel request is answered instead of routed.
- AS-06
Complaint not logged
A captions complaint is closed as a support ticket.
Stage routes
The duty to its owner, the public post to a person
05 · Change / Version
1 mode
- AS-07
Silent macro regression
A macro or help-centre edit moves what viewers hear.
Stage tracks
Model, prompt, macro and help-centre changes
- Sev-1 · handled here when it should have left
- Sev-2 · the viewer is told something untrue
- Sev-3 · answers drift and contacts come back
Affected slices
Complaints and live faults carry the corrections
Accessibility complaints, live faults and older devices carry most of what a manager rewrites and most of what comes back a second time. Nestack reports performance by slice, not only in total.
Slice performance — reported separately, not only in aggregate
Illustrative example| Slice | Failure rate | Lift | Lift vs. threshold | Status |
|---|---|---|---|---|
| Accessibility complaints | 6.2% | 3.9× | Review | |
| Live-event playback faults | 4.0% | 2.5× | Review | |
| Older smart TVs and set-tops | 2.9% | 1.8× | Watch | |
| Routine sign-in questions | 1.3% | 0.8× | Normal |
Bar: reply-correction rate lift vs. routine sign-in questions · scale 0–4.0× · tick marks the 2.0× threshold
2 of 4 slices over threshold
Evidence-linked improvement
A wrong answer to one viewer is a wrong answer to thousands
Support answers are reused. A sentence that is wrong once stays wrong every time the macro fires, and it is public the moment a viewer posts it.
Improvement cycle · five stages
Switchback — the path turns at Improve and returns at Learn
- 01
Detect
Reply corrections, repeat contacts or a missed clock move in one cohort.
- 02
Diagnose
Traced to the session read, the article, the macro or the routing.
- 03
Improve
The article, macro or rule is corrected with your support lead.
- 04
Verify
Re-run against held-out contacts, including the ones a manager rewrote.
- 05
Learn
The correction is published in the help centre both sides read.
Learn → Detect
The return edge. The help centre is what both the agent and your team answer from — correcting it there is the fix, not an edit to the prompt.
Typical build scope
Twelve workstreams across six weeks
The build scope read against the delivery timeline. Week structure follows the six-week plan — discovery, sources and the duty screen, drafting, evaluation, integration, then production validation and handover.
Workstream
Week 1Week 2Week 3Week 4Week 5Week 6
- 01Workflow discovery and automation-boundary definition.Week 1
- 02Contact channels and helpdesk assessment.Week 1, Week 2
- 03Help-centre and status-page source mapping.Week 1, Week 2
- 04Duty screen: accessibility, cancellation, harm.Week 2
- 05Session, entitlement and device read.Week 2, Week 3
- 06Reply drafting in your approved voice.Week 3
- 07Community drafting and the publication hold.Week 3, Week 4
- 08Accessibility-complaint logging and clocks.Week 4
- 09Evaluation suite, slices and regression contacts.Week 4, Week 5
- 10Language and accessibility contact testing.Week 5
- 11Helpdesk and community-platform integration.Week 5, Week 6
- 12Observability, deployment and Agent Care handover.Week 6
12 workstreams · 6 weeks · bar shows the weeks a workstream is active — several run in parallel
Final scope and sequence confirmed in discovery
Engagement tiers
What each tier includes
Rows are the capabilities named in each tier's scope. Higher tiers include everything below them.
| Capability✓ in scope · — not at this tier | PilotOne contact channel | ProductionProduction helpdesk integration | AdvancedMulti-market / multi-channel |
|---|---|---|---|
| Introduced at Pilot | |||
| Answers from the published help centre | ✓ | ✓ | ✓ |
| AI disclosure on every contact | ✓ | ✓ | ✓ |
| Cancellation routed, never intercepted | ✓ | ✓ | ✓ |
| Accessibility complaints logged to the clock | ✓ | ✓ | ✓ |
| Named manager publishes anything public | ✓ | ✓ | ✓ |
| Baseline evaluation | ✓ | ✓ | ✓ |
| Session, device and entitlement read | ✓ | ✓ | ✓ |
| Introduced at Production | |||
| Helpdesk and community-platform integration | — | ✓ | ✓ |
| Observability and slice evaluation | — | ✓ | ✓ |
| Multi-language and multi-market coverage | — | ✓ | ✓ |
| Introduced at Advanced | |||
| Multi-brand and enterprise controls | — | — | ✓ |
| Build price | From $5,000 | From $8,000 | Custom quote |
- Final build price
- Confirmed after discovery based on contact channels, helpdesk and community platforms in scope, contact volume, languages and markets, approval controls and deployment requirements.
- Separate from build
- Build pricing is separate from recurring Agent Care, which covers managed monitoring, evaluations, incidents and verified improvements after launch.
What we need from you
What you bring, and what we build with it
Each input maps to a piece of build scope and a week in the delivery timeline.
You bring
We build with it
01Your help centre and status page as a viewer sees them
→Help-centre and status-page source mapping
Week 102The channels viewers reach you on, and who staffs each
→Contact channels and helpdesk assessment
Week 103Where a cancellation request must go, and who owns it
→Duty screen: accessibility, cancellation, harm
Week 204Your embargo and spoiler rules, and the brand voice
→Reply drafting and community drafting in your voice
Week 305Your accessibility-complaint owner and its clock
→Accessibility-complaint logging and clocks
Week 406Contacts that went wrong, and the posts you deleted
→Evaluation suite, slices and regression contacts
Week 407Named community managers and a support lead
→Publication hold, then supervised replies and validation
Weeks 5–6
Nothing else is required
Deployment, documentation and Agent Care handover are ours.
Delivery timeline
Four phases across six weeks
Phases are drawn over the weeks they actually occupy. Week 5 carries both the language slices and the first replies a viewer actually receives.
Phase
W1
W2
W3
W4
W5
W6
- DiscoveryW1
- BuildW2 – W3
- EvaluateW4 – W5
- Pilot & LaunchW5 – W6
Week focus
W1Channels, the duty owners and where a cancellation goes
W2Help centre, status page and the duty screen wired in
W3Reply drafting, community drafting and the publication hold
W4Complaint clocks, evaluation suite, slices and regression contacts
W5Helpdesk integration, supervised replies and targeted corrections
W6Viewers answered inside the boundary, then Agent Care starts
- Reading the band
- The duty screen is built in week 2, before a single reply is drafted in week 3. Nothing carrying a complaint clock or a harm signal reaches a draft first.
- At the end of W6
- Replies have gone to real viewers on the private channels, and everything public went up under a named community manager, then Agent Care takes over monitoring.
- Duration
- Six-week plan shown · typical delivery 4–6 weeks depending on scope confirmed in discovery.
Next step · Media AI agent
Build an audience-support agent around your help centre and your community team.
Show us the channels your viewers reach you on, where your help centre and status page live, and who owns an accessibility complaint. We'll answer a week of your real contacts from your own help centre and show you the ones the agent would have refused to answer at all.
- Typical delivery
- 4–6 weeks
- Deployment
- Your support and community stack
- Public replies
- A named manager posts
- After launch
- Agent Care available
Nestack Agents · Audience support & community
AGT-ME-04 · Agent Care available after launch