With a chatbot to a concert thanks to Ticketportal

One of the most popular pre-sellers of tickets for cultural and sports events, Ticketportal.cz, started using a chatbot from coworkers.ai in 2021. During the year, they handled over 107,000 customers and the number is still growing. According to the customer care coordinator, Robert Žítek , the operators finally have space to deal with e-mails, which often lay unanswered in the inbox for several days.

Chatbot Eda v číslech

over 107 K

of cleared discussions without switching to an operator per year

1,495

hours saved to
operators per month

10 min

average
conversation length

Ticketportal is an operator of the web portal, which is intended for all those interested in tickets for cultural or sports events. It also focuses on the sale and installation of sales systems intended for theaters, sports halls, or multiplex cinemas. They currently operate a pre-sales network with more than 800 sales points in the Czech Republic. The exclusive regional representative for the international Ticketportal group in the Czech Republic is the company IRSnet CZ s.r.o

Everyone deserves an answer, regardless of time

The turning point for the switch to the chatbot was when, despite the large number of chats, Ticketportal operators could not process e-mail requests. Previously, customer care was handled via chat, e-mail, and Facebook. However, the individual methods of selling tickets differ, and thus the questions of customers are also diverse. The chatbot proved to be the right choice given that, with appropriate settings, it can recognize most queries and help customers with specific requests.

Faster customer clearance

A customer care worker can answer customer questions but cannot handle several conversations at once as a chatbot. The chatbot processes 93 % of all queries and passes the remaining 7 % to an operator with a conversation history, thereby speeding up the processing of requests.

No more waiting in line

Customers no longer have to wait in an online queue when operators are busy. While the operators attend to other customers, the chatbot processes the waiting customers. Operators can create chatbot scenarios themselves without any IT knowledge. Therefore, new questions and problems can be solved operatively in Ticketportal simply by creating a new chatbot dialogue.

“Given the great degree of reliability of solving individual problems in case of correct settings, with which the coworkers.ai staff will help you at any time, I would not hesitate to choose this solution.”

Robert Žítek

Head of customer support, Ticketportal.cz

Newly also for employees

Ticketportal is now dealing with the use of a chatbot for internal purposes as well, namely, to inform sales point employees. Recently, Ticketportal started to use the Daktela platform, where there is now a new opportunity to use a mailbot . The latter enables automatic categorization, labeling of e-mails and offers pre-made templates for replies.

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