Case Study: Ticketbis reduces inbound support contacts by 80% with Inbenta chatbots

Global Ticket Marketplace Ticketbis Decreases Inbound Support Contacts By 80% With Chatbots Powered By Inbenta

Ticketbis is a global online ticket marketplace that grew quickly to serve millions of monthly users across 30+ markets with more than 300 employees. That rapid expansion generated a surge in support requests—around 80% were low-level issues like payments or password resets—straining limited customer service resources and preventing agents from focusing on complex, high-value interactions.

Ticketbis implemented Inbenta’s NLP-driven self-service chatbots and analytics to automate routine inquiries across channels and provide 24/7 support. The chatbots delivered roughly 85% self-service adoption, reduced live chat with human agents by 80% and email tickets by 20%, avoided adding headcount, and allowed agents to be redeployed to higher-value tasks, improving sales and the overall customer experience.

Ticketbis

Andreia Ferreira

Live Chat and Customer Service Manager