Case Study: VfL Wolfsburg automates fan support and ticket inquiries with melibo

How VfL Wolfsburg responds to individual store and ticket requests automatically on a daily basis

VfL Wolfsburg, a successful Bundesliga football club, was overwhelmed by the volume of daily fan inquiries, particularly on match days. Their support team struggled to handle thousands of questions about tickets and merchandise, which often arrived outside of business hours, leading to long wait times and overworked staff. To address this challenge, the club partnered with vendor Melibo to implement a solution.

Melibo developed and deployed "Wolfgang," a multilingual, AI-powered chatbot that provides 24/7 automated answers to common fan questions. The solution handled up to 2,000 messages on match days and achieved an automation rate of nearly 50%, significantly reducing the burden on human agents. The results for VfL Wolfsburg were substantial: over 82,000 users were served, human support was freed for complex tasks, and the quality of forwarded inquiries improved dramatically.

VfL Wolfsburg