Events & Hospitality
·Singapore·6 monthsAI Customer Engagement Platform for a National Events Company
Deployed a multi-channel AI chatbot for a national events company, handling attendee inquiries, event registration, vendor coordination, and post-event follow-up across WhatsApp, web chat, and social media channels. The system reduced customer service headcount requirements during peak event periods while improving response times from hours to seconds.
Seconds
Response time (was hours)
3
Channels unified
Hours
Event reconfiguration time
Challenge
Events companies face extreme demand volatility. In the weeks leading up to a major event, the volume of attendee inquiries — registration questions, venue directions, schedule changes, dietary requirements, speaker information, ticket modifications — can increase by 10-20x compared to baseline. Historically, this company handled these surges by hiring temporary customer service staff, but the ramp-up time for training temporary workers on event-specific details meant that early inquiries were often handled poorly, creating a negative first impression. The inquiry types varied enormously. Some were simple and repetitive ("What time does the event start?", "Where do I park?"), but many required contextual understanding — an attendee asking about a schedule change needed the system to know their specific registration, which sessions they'd signed up for, and whether the change affected them. Vendor inquiries about load-in schedules, equipment requirements, and payment timelines added another layer of complexity. The company needed a system that could handle the simple queries autonomously while intelligently triaging complex ones. Multi-channel management was another pain point. Inquiries arrived via WhatsApp, Facebook Messenger, email, and the event website's chat widget. Each channel had been managed separately, leading to inconsistent responses, duplicated effort, and no unified view of attendee interactions. An attendee who asked a question on WhatsApp and followed up via email might get contradictory answers from different staff members.
Approach
Reluvate deployed a unified AI chatbot platform that operates across WhatsApp, Facebook Messenger, and web chat from a single knowledge base and conversation engine. Before each event, the system is loaded with event-specific information: schedule, venue details, speaker profiles, FAQ content, registration data, and vendor logistics. The AI agent can look up individual attendee registrations to provide personalised responses — confirming session bookings, issuing e-tickets, and notifying attendees of changes that affect their specific itinerary. The conversation engine uses intent classification to route inquiries. Simple informational queries are handled instantly from the knowledge base. Transactional requests — registration modifications, ticket upgrades, dietary requirement changes — are processed through integration with the events management platform's API. Complex or sensitive inquiries — complaints, refund requests, VIP handling — are escalated to human agents with full conversation context, so the attendee never has to repeat themselves. Post-event, the system handles follow-up communications: satisfaction surveys, feedback collection, content access distribution (slides, recordings), and early-bird registration for future events. This post-event engagement was previously a manual effort that often didn't happen due to team fatigue after event execution, resulting in lost relationship-building opportunities.
Design Notes
The core design challenge was the ephemeral nature of events knowledge. Unlike a product catalogue that changes gradually, an events chatbot needs to be reconfigured entirely for each event — new schedule, new venue, new speakers, new logistics. Reluvate built a rapid-configuration system that allows the events team to upload event details in a structured template and have the chatbot ready within hours. The system includes a preview mode where event staff can test the chatbot's responses before going live. Change management was minimal because the system augmented rather than replaced the events team. Human agents remained available for complex inquiries, and the chatbot's escalation paths ensured that nothing fell through the cracks. The events team embraced the system quickly because it eliminated the worst part of their job — answering the same basic questions hundreds of times — while leaving them in control of the interactions that required human judgment. Exception handling is designed around the unpredictability of live events. Schedule changes, venue issues, and last-minute announcements need to propagate to the chatbot immediately. Reluvate built a real-time update mechanism where the events team can push changes that are reflected in chatbot responses within minutes. If the system detects that it's being asked questions about a topic not in its knowledge base — a common signal that something unexpected has happened — it immediately alerts the events team and switches to a graceful fallback that connects attendees to a human agent.
Result
The events company successfully handled peak inquiry volumes with a fraction of the temporary staff previously required. Attendee satisfaction with inquiry response times improved significantly. Post-event engagement rates increased substantially as automated follow-up ensured every attendee received timely communications. The system has been reused across multiple events with reconfiguration times measured in hours rather than days.
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