Case Study: North American Digital Ticket Marketplace achieves scalable peak-demand support with Kore.ai

North American Digital Ticket Marketplace handles 55k monthly self-service sessions with Kore.ai

A North American digital ticket marketplace faced the challenge of handling high volumes of repetitive, time-sensitive customer inquiries related to ticket orders, with demand spiking sharply around major event schedules. This event-driven business needed a customer support solution that could instantly scale across its web and mobile platforms to maintain service during peak periods without overburdening human agents. They partnered with Kore.ai to implement its AI for Service solution.

Kore.ai deployed intelligent AI Agents to automate the resolution of common ticket-related inquiries, providing an always-on digital self-service layer. This solution resulted in the handling of over 55,000 monthly self-service sessions and achieved a 47% containment rate, significantly reducing reliance on human support and ensuring greater operational resilience during fluctuating, high-demand events.