At the start of the COVID-19 pandemic, the live-event industry was hit hard with countless event cancellations and postponements. Amway Center needed to not only reduce costs but also improve their customer service response time while experiencing a significant increase in customers inquiries for details on show status, refunds, and more.
By leveraging the scalability of a chatbot, Amway Center was able to automate and scale their guest services process, which had required 1:1 customer responses. They were able to reduce their average response time down to just seconds from the previous 1-2 hours and they also streamlined customer questions from their website and Facebook page into one platform were it was easy to see which questions were being taken care of by the chatbot and which needed further guest services assistance.
Customer Inquiry Intent Accuracy
Response Time From Chatbot
Customer emails and messages were analyzed for common questions like “When is the show going to take place?”, “How can I get a refund?”, “Where is the best place to park?”, and “How can I buy tickets to a Magic game?” Answers to customer FAQs were complied and a conversation flow was created.
Using the framework from the research stage, Amway Center’s chatbot was built utilizing Mobile Monkey to integrate a website chat feature as well as a Facebook messenger bot. The chatbot was then branded and tested to ensure responses were accurate and outbound links were working as they should.
As new questions and event changes arose, the chatbot was quickly updated with fresh content and functionality to continue providing the best experience for Amway Center patrons.