Case Study: a leading theme park & entertainment company handles 42% of chats with Humach digital agents

Digital agents handle 42% of chats for leading theme park & entertainment company

A leading theme park and entertainment company faced seasonal surges in customer calls and needed to improve its customer experience by reducing hold times, but had to do so with a limited budget. To address this, they partnered with Humach, which implemented a web-based digital chat agent to provide self-service solutions.

Humach's solution used custom APIs to provide troubleshooting and guidance for website visitors. The digital agent successfully handled 42% of all incoming chats, generated 125,000 new conversations, and identified thousands of hot leads. This resulted in a significant reduction of 52 full-time equivalent (FTE) positions and a 700% increase in the number of customer intents handled by the agent.