See Tickets, an international ticketing service based in the UK, sells and distributes millions of tickets for concerts, theatre performances, festivals, comedy shows and lifestyle events. At any given time, there are around 40,000 events listed on its website. Its customer service team had been responsible for answering an extensive range of queries on these wide-ranging events. And, as a result, its call centres were under enormous pressure.
“It was labor-intensive, costly and — with over 40,000 events on sale — it was almost impossible for our staff to know every detail about every event from a customer service perspective,” said Rob Wilmshurst, CEO of See Tickets.
To handle customer inquiries at scale and improve their customer experience, the company began exploring artificial intelligence (AI) solutions.
Seeing the possibilities of AI
See Tickets had never used AI before, but the nature of the challenge made the need for automation clear. Wilmshurt’s team was introduced to Genesys DX through a live demonstration of the AI-powered customer engagement platform. Before long, the team began to understand how it could use Genesys DX — and the cost savings it could offer.
“Within minutes, we set up a few frequently asked questions and challenged the artificial intelligence with a range of sometimes deliberately stupid questions to see how the FAQ search responded,” said Wilmshurst. “It responded accurately, and we were immediately impressed. The interface is very simple to understand and gave us confidence this was a tool the existing call centre and customer service staff could work with.”
As soon as See Tickets decided to introduce Genesys DX, it began implementing the solution and was pleased with the ease of use.