Transforming Live Event Support with Intelligent Digital Self-Service

Overview

A large North American digital ticket marketplace supports customers purchasing and managing tickets for live sporting events, concerts, and entertainment experiences. Demand is highly event-driven, with sharp spikes tied to schedules, announcements, and last-minute changes. This creates a need for customer support that can scale instantly while still delivering fast, accurate assistance.

To meet these demands, the organization partnered with Kore.ai to implement AI for Service, deploying intelligent AI Agents across its web and mobile platforms. The result is a scalable, always-on self-service experience that helps customers resolve common ticket-related issues quickly, while preserving human agent capacity for more complex situations.

The Challenge

The ticketing business is inherently high-volume and time-sensitive. Customers often need immediate answers related to orders, delivery, cancellations, or event changes, especially during peak demand periods surrounding major events.

Key pain points included:

• High volumes of repetitive ticket-related inquiries requiring fast resolution
• Sudden spikes in support demand tied to event schedules and live events
• The need for always-available digital support across web and mobile experiences
• Maintaining service continuity during peak event demand when human agent capacity is constrained

Without intelligent automation in place, a growing share of customer interactions required manual handling, increasing operational strain and limiting the organization’s ability to scale efficiently.

The Solution

The organization implemented AI for Service from Kore.ai to establish an agentic digital self-service layer across its web and mobile experiences. Intelligent AI Agents were deployed to handle common ticket-related inquiries end to end, enabling customers to resolve issues quickly without human intervention.

These AI Agents understand intent, retrieve the right information, and guide customers through ticket management workflows–including order status, delivery questions, and event-related updates. When issues required human judgment or intervention, the platform ensured a smooth, context-rich handoff to live agents.

Key capabilities included:

• Digital AI Agents embedded across web and mobile, meeting customers where they already engage
• Automated handling of common ticket inquiries, reducing wait times and friction
• Consistent, intent-driven experiences during peak demand and event-driven traffic spikes
• A scalable service layer that adapts to unpredictable demand and complements human agents

Over time, this agentic approach has become a core part of the organization’s customer service strategy, supporting reliable service even during periods of extreme demand.

Business Impact

By adopting AI for Service, the organization established an agentic support model capable of handling peak event demand while maintaining fast, consistent digital experiences.

Key outcomes include:

• 55,000+ digital self-service sessions per month handled by AI Agents
• 47% containment, exceeding initial goals, significantly reducing reliance on human agents for routine inquiries
• Improved customer access to support during high-demand event periods
• Greater operational resilience during fluctuating demand and workforce conditions

By shifting a substantial portion of repeatable interactions to agentic automation, the organization scaled customer support efficiently while preserving human agent capacity for complex, high-impact cases.

The Kore.ai Advantage

Kore.ai enabled the organization to modernize digital customer support using an agentic AI for Service platform built for high-volume, event-driven environments. AI Agents deliver intelligent self-service across digital channels while preserving seamless escalation to human agents when needed.

With enterprise-grade scalability, flexible orchestration, and integration into existing digital experiences, Kore.ai provides a foundation that allows ticketing and marketplace organizations to handle unpredictable demand without sacrificing customer experience. This foundation positions the organization to expand AI-driven service capabilities as event volumes and customer expectations continue to grow.