Platform Integrity. Subscriber Loyalty. AI-Augmented at Every Touchpoint.

TWG delivers AI-augmented, human-led citizen services with end-to-end operational ownership across helplines, document processing, and multilingual delivery. Built to the compliance, accessibility, and accountability standards that government programs demand.

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AI-Moderated

Retention-Focused

Multilingual

24/7

Our services

Media and entertainment platforms live on subscriber loyalty, content safety, and rights integrity. TWG's AI tools and specialist Talents protect all three at scale and across every market.

Account Management

Full-service account support including password reset, profile management, device registration, payment method updates, and subscription tier changes.

Renewal and Billing Support

Expert handling of renewal queries, billing disputes, failed payment resolution, and subscription reactivation, reducing involuntary churn through proactive engagement.

Cancellation Prevention

Structured cancellation deflection conversations led by trained retention Talents, offering alternatives, pause options, and targeted incentives to reduce churn.

AI Feature: AI Retention Modelling

AI analyses viewing behaviour, subscription activity, and engagement signals to identify subscribers at risk of cancellation. Support teams receive early indicators allowing proactive outreach and targeted retention offers before churn occurs.

Why this matters

Enables proactive subscriber engagement before churn risk becomes reality, measurably reduces cancellation rates, and improves the ROI of every retention campaign.

Industry KPIs

Key performance benchmarks across TWG-managed programs in this industry:

%Churn Reduction

%Moderation Accuracy

%Subscriber Satisfaction

+Languages Supported

See the full performance data, available on request.

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AI-Powered Moderation and Subscriber Retention

24% churn reduction. 97% moderation accuracy. AI eliminating 70% of manual review.

Challenge

A major global streaming service required scalable content moderation and subscriber support across 50+ markets, with AI-assisted toxicity and harmful content detection and proactive retention programs.

Solution

TWG deployed specialist moderation and subscriber support Talents supported by AI content detection and retention modelling tools, managing moderation queues and subscriber interactions simultaneously.

Results

97% moderation accuracy across all markets
24% reduction in subscriber churn through proactive retention programs
AI detection reducing manual review volume by 70%
50+ market coverage with native-language Talents

Solutions

How TWG Powers Your Operations

TWG's media model combines intelligent moderation, retention analytics, and rights management support to help platforms scale safely, retain subscribers, and manage their content libraries efficiently. Specialist native-speaking Talents in 300+ languages. AI copilots in every interaction. Elastic scaling of up to 300%, with no new hiring cycles and no delays.

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A scalable, technology-driven model for global customer operations

We combine vetted global Talent, standardized processes, and advanced cloud-native technology to deliver consistent, premium customer experiences with operational flexibility and agility.

Future-ready remote model

Cloud-native framework enabling distributed teams, intelligent workflows, and real-time global collaboration.

Risk-controlled flexibility

Transparent structures and technology-driven governance reduce operational risk and ensure predictable outcomes.

Scalable, tech-enabled on-demand teams

Rapid scaling supported by AI-assisted forecasting, automated workflows, and a global network of vetted native Talent.

Our technology

Powered by Industry-Leading Platforms

What our clients say

Proven performance and trusted partnerships

“TWG gave our audience support the speed and cultural fluency it needed across every market we reach.”

We needed a partner who could handle high volumes of multilingual viewer questions without the experience feeling impersonal. TWG’s support structure improved satisfaction and kept audiences engaged rather than frustrated. Their Operators understand how our content ecosystem works, which shows in how they answer. Viewers get a real answer instead of being passed around.

VP of Audience Operations, Media Industry Leader

“TWG scaled up fast every time we had a major release or live event, and it never showed.”

We needed a team that could absorb sudden spikes in volume along with detailed content questions from viewers. TWG’s teams give fast, accurate answers that protect how our brand comes across during high-visibility moments. Their steadiness during those windows has become something we plan our releases around. We no longer treat support as the risk factor in a big release.

Director of Content Operations, Entertainment Sector Leader

“TWG supported our global streaming launch with real-time viewer support that held up under real pressure.”

Device compatibility questions, subscription issues, and live event troubleshooting all hit at once across multiple regions during one of our most important launches. TWG’s execution through that window was better than we had hoped for going in. They trained Operators on the platform quickly enough to be ready for day one. Viewers experienced very little disruption despite how much was happening behind the scenes.

SVP of Digital Distribution, Entertainment Industry Leader

Industries

Tailored solutions for industry requirements

TWG delivers AI-augmented BPO services across every major vertical. Whatever your industry, we bring deep domain expertise, intelligent tooling, and native-speaking Talents tailored to your market.

Healthcare and Life Sciences

HIPAA-compliant patient support, Patient Support Programs (PSP), Remote Patient Monitoring (RPM), clinical trial assistance, and health information services delivered with expertise and empathy.

Platform Integrity. Subscriber Loyalty. AI-Augmented at Every Touchpoint.