Case Study: StubHub achieves near-instant ticket support and 30% lower service costs with Claude

StubHub transforms live event ticketing with Claude

StubHub, the world's leading live event ticketing marketplace, faced a critical customer support challenge due to the time-sensitive nature of ticketing. Customers often required assistance just minutes before an event, but traditional support models resulted in long wait times of over 20 minutes, which risked ruining their experience. To address this, StubHub turned to Claude and its AI platform to deliver faster, accurate support.

By implementing Claude's AI, which connected to internal systems via a RAG pipeline, StubHub transformed its customer service. The solution provided instant, accurate, and policy-compliant support in any language. The results were profound: Claude helped reduce customer wait times to near-instant responses and drove a 30% cost reduction in customer service operations, all while improving resolution rates and customer satisfaction scores.

StubHub

Timothy Addison

Engineering Org Chief of Staff