Case Study: Miami Dolphins achieve 97% chatbot resolution and 24/7 fan support with Microsoft Dynamics 365

The Miami Dolphins give fans the information they want when they want it with Power Virtual Agents

The Miami Dolphins needed a better way to handle a growing volume of fan questions across Hard Rock Stadium events and their web properties, especially as routine inquiries were consuming service agents’ time. They turned to Microsoft Dynamics 365, using Microsoft Power Virtual Agents and Dynamics 365 Customer Service to help fans find event, ticket, and facility information faster.

Microsoft Dynamics 365 helped the Miami Dolphins deploy a 24/7 chatbot that was easy for subject matter experts to update and could hand off complex issues to live agents when needed. The bot has handled more than 40,000 conversations and resolved 97% of them, improving fan service while freeing staff to focus on more complex requests and ticket sales.

Miami Dolphins

Kim Rometo

Vice President and Chief Information Officer