Summit Athletic Events Transforms Digital Engagement with AI-Powered Chatbot
Delivering personalized event experiences and 65% faster customer support with generative AI.
Summit Athletic Events, a leading organizer of marathons, triathlons, and obstacle courses across North America, needed to improve their digital engagement and customer experience during their high-profile events.
We partnered with their customer experience team to implement a generative AI-powered chatbot that could deliver instant, accurate information to participants and spectators while gathering valuable customer insights.
Business Challenges
Summit Athletic Events faced several critical challenges:
Tight Implementation Timeline
With only eight weeks before their flagship event series, there was an extremely tight delivery deadline.
Customer Service Overload
Their support team was overwhelmed with repetitive queries during events, leading to delayed responses.
Information Fragmentation
Critical event information was scattered across websites, PDFs, and internal knowledge bases.
Multilingual Requirements
Events attracted international participants requiring support in multiple languages.
Real-time Data Integration
Need to connect live event data with customer communications for timely updates.
Solution
We designed and implemented a comprehensive AI-powered solution: • Conversational AI Chatbot accessible via WhatsApp and web interfaces • Vector database for efficient information retrieval from multiple sources • Retrieval Augmented Generation (RAG) architecture using AWS Bedrock • Multilingual support with real-time translation capabilities • Integration with live event data feeds and registration systems • Scalable architecture to handle traffic spikes during events
Our implementation approach focused on data integration and user experience: • Data Ingestion Pipeline: We created a system to ingest and process data from websites, PDFs, registration systems, and event schedules, converting them into vector embeddings. • Conversational Flow: The chatbot was designed to maintain context across conversations, remember user preferences, and provide personalized responses based on participant profiles. • Real-time Updates: We integrated live event data feeds to provide up-to-date information on race times, course modifications, and weather alerts. • Analytics Dashboard: A comprehensive dashboard was developed to track user interactions, common queries, and sentiment analysis to continuously improve the system.
Key Results
Reduction in customer support response time
Query resolution accuracy
Reduction in support staff requirements
Actionable user insights extracted from query patterns
User satisfaction rate with AI responses
The analytics dashboard provided valuable insights for improving event operations: • Identified top 5 participant concerns through comprehensive query analysis • Tracked sentiment trends before, during, and after events for operational improvements • Generated participant interest profiles enabling targeted marketing opportunities • Created detailed keyword analysis highlighting key participant interests and concerns • Analyzed query patterns to improve planning and resource allocation for future events
“The AI chatbot revolutionized how we communicate with our participants. Not only did it provide instant support during our events, but the insights gathered have transformed how we plan and market future events. The ROI has far exceeded our expectations.”
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