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Ticket.it.

[:it]​Ticket.it is an Italian online ticketing platform offering ticket purchases for a wide range of cultural events, including exhibitions, museums, concerts, theater performances, festivals, and guided tours. It is one of the first ticketing systems to integrate an AI assistant into both the sales and post-sales processes.[:]

Servizi:

AI Transformation Piattaforme Digitali Technology

Challenge

Since the customer service team experienced surges in requests during weekends and outside regular business hours—leading to slowdowns and increased operational costs—it was necessary to enhance efficiency by automating the process, reducing response times, and decreasing the workload on support staff.

Solution

TIG Factory developed an Help Desk system powered by Chat GPT, integrating an AI assistant into the customer service flow. This assistant is capable of interpreting buyer messages, retrieving transaction details, accessing event information, and generating natural-language responses. The results were impressive: average response times were cut to 50 seconds, and 82% of inquiries were resolved successfully.