“Daktela’s AI team worked closely with us to ensure the chatbot was tailored to our needs. By independently handling most enquiries, the chatbot has freed up valuable time for our Customer Support Team, reduced response times, and improved customer satisfaction.”
TicketPortal, a major ticket vendor in Central Europe, partnered with Daktela in 2021 to address rising volumes of customer enquiries across chat, email, and Facebook. Their challenge was slow response times and operator overload. By implementing a custom AI chatbot, TicketPortal radically transformed customer service operations.
The chatbot now autonomously handles 93% of all customer queries, with over 107,000 customers served in the first year. This automation saved 1,495 operator hours per month, allowing staff to focus on complex issues while ensuring rapid replies to routine questions. Despite high volumes, the bot maintained a 10-minute average conversation time, ensuring speed and efficiency.
To deliver this success, the chatbot was tailored to address common scenarios like ticket purchases, payment issues, and FAQs. It ensured that customers no longer waited in queues even during peak hours—chat volume graphs show consistent bot performance with minimal need for operator escalation.
Building on this success, TicketPortal is now expanding AI to internal use, including staff support at sales points and implementing Daktela’s AI Mailbot for automated email categorisation and response drafting.
This partnership showcases the power of AI and Daktela’s smart automation to scale customer engagement, increase satisfaction, and reduce operational costs across the ticketing industry.
