Case Study: Golf New Zealand reduces support workload and improves member self-service with Chatbase

Golf New Zealand handles 10,000+ conversations with Chatbase

Golf New Zealand, the national governing body for the sport, faced a high and growing volume of member support queries. A part-time staff member manually handling emails was unable to clear the inbox, which overflowed onto other team members and pulled them from their core responsibilities. Members also found the website difficult to navigate. To address this financial and operational challenge, Golf New Zealand turned to Chatbase to implement a smarter solution.

Using Chatbase, Golf New Zealand built an AI agent named Kim, which was trained on web links, articles, and video transcripts. Kim provides 24/7 support directly on the website, answering queries and helping members locate resources. The solution handled over 10,000 conversations and 43,000 messages, dramatically reducing the manual inbox workload. The Chatbase agent received positive feedback from members and eliminated the need for additional development work to add a search function.

Golf New Zealand