Dialogflow (Google) Case Studies Ticketmaster Enhances Ticket Buying Experience with Dialogflow

	Ticketmaster Enhances Ticket Buying Experience with Dialogflow Dialogflow (Google)

Ticketmaster Enhances Ticket Buying Experience with Dialogflow

Dialogflow (Google)

Technology Category	Analytics & Modeling - Machine Learning Analytics & Modeling - Natural Language Processing (NLP)
Applicable Industries	Equipment & Machinery
Applicable Functions	Procurement
Use Cases	Chatbots Machine Translation
Services	System Integration
Challenge	Ticketmaster, the world's leading live-event ticketing company, was seeking ways to provide faster and more personalized services for ticket buyers. They recognized the potential of natural language processing in enhancing customer experience but had little experience in this field. The challenge was to find a technology that was easy to implement, scalable, and provided a good developer experience. They also needed a system that could understand and respond accurately to the names of thousands of different musical artists, a crucial aspect of their business. Read More
About Customer	Ticketmaster is the world's leading live-event ticketing company, founded in 1976. They sell over 500 million tickets annually across 29 different countries. Their business involves connecting people with events and tickets, and they are constantly seeking ways to improve their service and enhance the customer experience. They recognized the potential of natural language processing in achieving this goal and turned to Dialogflow's conversational technology to provide faster and more personalized services for ticket buyers. Read More
Solution	After investigating several technologies, Ticketmaster decided on Dialogflow in January 2017. Dialogflow offered a quick and easy start to building their conversational experience with minimal coding. Its intuitive development environment allowed the team to easily design the user experience. Moreover, Dialogflow was scalable, ensuring it could handle growth in the user base. Despite having little experience in natural language processing, the team was able to leverage Dialogflow's expertise in machine learning and natural language processing to create compelling voice user experiences. They were particularly impressed by the accuracy of Dialogflow’s natural language understanding, which allowed customers to interact with the system in a conversational manner. Read More Log in to view content
Contents

Technology Category

Analytics & Modeling - Machine Learning

Analytics & Modeling - Natural Language Processing (NLP)

Applicable Industries

Equipment & Machinery

Applicable Functions

Procurement

Use Cases

Chatbots

Machine Translation

Services

System Integration

Challenge

Ticketmaster, the world's leading live-event ticketing company, was seeking ways to provide faster and more personalized services for ticket buyers. They recognized the potential of natural language processing in enhancing customer experience but had little experience in this field. The challenge was to find a technology that was easy to implement, scalable, and provided a good developer experience. They also needed a system that could understand and respond accurately to the names of thousands of different musical artists, a crucial aspect of their business.

About Customer

Ticketmaster is the world's leading live-event ticketing company, founded in 1976. They sell over 500 million tickets annually across 29 different countries. Their business involves connecting people with events and tickets, and they are constantly seeking ways to improve their service and enhance the customer experience. They recognized the potential of natural language processing in achieving this goal and turned to Dialogflow's conversational technology to provide faster and more personalized services for ticket buyers.

Solution

After investigating several technologies, Ticketmaster decided on Dialogflow in January 2017. Dialogflow offered a quick and easy start to building their conversational experience with minimal coding. Its intuitive development environment allowed the team to easily design the user experience. Moreover, Dialogflow was scalable, ensuring it could handle growth in the user base. Despite having little experience in natural language processing, the team was able to leverage Dialogflow's expertise in machine learning and natural language processing to create compelling voice user experiences. They were particularly impressed by the accuracy of Dialogflow’s natural language understanding, which allowed customers to interact with the system in a conversational manner.

Impact #1	The implementation of Dialogflow has allowed Ticketmaster to create a system that closely mimics human interaction, enhancing the user journey. Customers can now simply ask their Google Assistant to 'Talk to Ticketmaster' and inquire about events, receiving a list of venues, dates, and times. They can also purchase tickets directly through an existing Ticketmaster account. The team continues to refine the system and improve the user journey using Dialogflow’s platform. They aim to understand users better, make more accurate event recommendations, and facilitate effortless ticket purchases.

Impact #1

The implementation of Dialogflow has allowed Ticketmaster to create a system that closely mimics human interaction, enhancing the user journey. Customers can now simply ask their Google Assistant to 'Talk to Ticketmaster' and inquire about events, receiving a list of venues, dates, and times. They can also purchase tickets directly through an existing Ticketmaster account. The team continues to refine the system and improve the user journey using Dialogflow’s platform. They aim to understand users better, make more accurate event recommendations, and facilitate effortless ticket purchases.

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Overview

Ticketmaster Enhances Ticket Buying Experience with Dialogflow

Operational Impact