How eBay’s Ticketbis Uses Intelligent Assistance for Better Customer Service

By Derek Top on July 28, 2016 • ( 0 )

As a growing marketplace for connecting buyers and sellers of tickets for sporting events, entertainment venues and concerts, Ticketbis saw their customer service resources stretched thin to meet an ever-increasing number of customer inquiries.

To meet these demands, Ticketbis turned to Inbenta in implementing an intelligent virtual assistant to handle simple, repetitive customer questions. The intelligent assistant complements existing customer care resources including call centers, e-mail, live chat and FAQs.

Ticketbis was recently acquired by eBay for $165 million to expand its StubHub operations in Latin America, Europe and Asia Pacific.

In this presentation below from the Intelligent Assistants Conference London (April 2016), Andreia Ferreira, live chat manager with Ticketbis, shares lessons learned in building a comprehensive knowledge base for intelligent assistance and providing a better customer experience.

(To see more case studies of chatbots for customer care, be sure to register for Intelligent Assistants Conference San Francisco, Sept. 12-13, 2016.)