Case Study: kinoheld improves cinema customer service with Parloa's agentic AI

kinoheld boosts automated call handling to 65% with Parloa

kinoheld, a leading ticketing platform for movie theaters in Germany, faced a challenge with long customer wait times and an overwhelmed call center during peak ticket-buying periods. Their initial rule-based AI assistant could not handle the diversity of customer inquiries. To address this, they worked with Parloa to implement an agentic AI solution.

Parloa developed a 24/7 AI agent that handles a wide variety of customer service calls. The solution reliably understands questions, helps with ticket reservations and cancellations, and answers FAQs by syncing with kinoheld's data via API. The results were significant: the Parloa agent now independently handles 65% of inquiries, increased cinema name recognition to 85%, decreased average call duration by 30 seconds, and immediately answers 90% of FAQ-related questions.

Kinoheld