Case Study: SeatGeek improves fan support and automates resolutions with Zendesk AI

SeatGeek boosts automated resolutions 6% with Zendesk

SeatGeek, a major ticket marketplace, faced challenges in handling high-volume support requests during peak events, leading to slower resolutions and frequent escalations. They partnered with Zendesk to implement its AI agents, aiming to improve resolution speed and scale their support operations efficiently.

By leveraging Zendesk's zero-training AI model, SeatGeek provided personalized, automated support that pulled context-specific answers directly from its knowledge base. This solution from Zendesk dramatically increased automated resolutions by 6%, achieving a 51.5% resolution rate, while AI customer satisfaction scores more than doubled from 34% to 70%, significantly improving operational efficiency.

SeatGeek