Artificial intelligence (AI) is definitely the hot topic in technology circles these days and will be for some time. Consequently, it’s become the No. 1 tech topic in the ticketing and live events industry. For those who want to know more, INTIX 2025 will be featuring the “Leveraging AI in Your Contact Center” workshop on the afternoon of Jan. 28.
Terri-Ann Feindt
Attendees will discover how AI is transforming contact centers in the entertainment industry by enhancing customer experiences via intelligent automation, efficient support and personalized interactions. They will also be shown ways to use such AI tools as chatbots, as well as gain insights into leveraging AI to automate routine tasks.
The featured speaker will be Double Eagle Consulting CEO Terri-Ann Feindt. She says, “This session will leave attendees with a clear understanding of how AI can be a strategic asset, allowing contact centers in the cultural arts and sporting industry to operate more efficiently and provide a more personalized, responsive customer and fan experience. By embracing AI, contact centers can achieve a balance of automation and human connection, elevating their customer service to meet the unique demands of their audiences.”
Indeed, the aim is to teach those in attendance practical applications, from automated support to sentiment analysis, ensuring their organization stays ahead in the cultural sector. Much progress has already been made. Feindt states, “Cultural arts and sporting organizations are embracing AI in contact centers, using it to enhance customer and fan engagement, streamlining customer service, and driving operational efficiency. AI-powered virtual assistants have become common, handling high volumes of inquiries about event schedules and ticketing, especially during peak times involving big concerts and sporting events. Sentiment analysis tools help agents understand customer emotions in real time, allowing for a more personalized response that resonates with the passionate nature of the industry’s audience.”
She continues, “Furthermore, predictive analytics and AI-driven insights have enabled entertainment companies to anticipate customer needs, creating a proactive approach that enhances the overall fan experience while reducing response times and operational costs. This adoption reflects the entertainment industry's commitment to leveraging technology to build deeper, more meaningful connections with its customers and fans.”
When asked what she hopes will be one or two of the key takeaways from this session, Feindt was quick to answer: “One, learn how AI can improve customer and fan engagement by delivering personalized, real-time interactions across channels, helping to manage high inquiry volumes and supporting customers with ticketing, event information and donations. And two, see how AI tools can streamline operations by automatically handling repetitive questions, allowing live agents to focus on high-value interactions and complex issues.”
The session should prove ideal for professionals seeking to integrate cutting-edge technology to boost efficiency and enrich customer engagement. “The ideal attendee for the ‘Leveraging AI in Your Contact Center’ workshop is anyone who leads or manages contact centers, sales offices or marketing departments in the entertainment and sports sectors,” Feindt says. “Leaders of contact centers/customer service and sales will discover how AI can handle high volumes of inquiries, improve response times, ensure a seamless customer experience, track customer behaviors, identify purchasing patterns, and generate actionable insights that help convert interactions into sales. AI can analyze vast amounts of data, helping sales teams understand fans' preferences and tailor offers based on data-driven predictions.”
She adds, “For marketing leaders, AI provides a gold mine of data analytics and customer sentiment insights that can shape targeted campaigns. By analyzing customer interactions and behaviors, AI enables marketers to predict trends, personalize promotions and reach fans with timely, relevant offers.”
But even Feindt acknowledges that a certain number of attendees will complete the workshop and still be intimidated by the cutting-edge technology. What is her message to them? “Some may be wary of AI, worrying it could replace human interaction or be too complex to integrate. AI doesn’t aim to replace contact center agents but rather to empower them, streamline workflows, and improve the customer experience. Tools like sentiment analysis can gauge a customer’s mood in real time, flagging difficult interactions so supervisors or agents can step in as needed. AI also offers data-driven insights, enabling agents to personalize interactions and make informed decisions that enhance customer satisfaction. By handling repetitive tasks, AI lets agents focus on developing their skills and nurturing connections. With AI advancing rapidly, early adopters in the contact center space will find themselves ahead of the curve!”
You May Also Like
Want news like this delivered to your inbox weekly? Subscribe to the Access Weekly newsletter, your ticket to industry excellence.