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Casestudy

AI Powered Helpline Transforms Large-Scale Event Experience

Seamless Event Support with Artificial Intelligence

Summary:

A event support team of a community faced significant challenges in managing their annual large-scale gathering, attracting hundreds of thousands of attendees. The existing support helpline, operating for a decade, relied on manual operations that struggled to handle high volumes of queries. With the event venue announced just three weeks in advance, the helpline was overwhelmed, receiving over 20,000 messages on whatsapp in a single day during peak times.

Treppan Technologies deployed Treppanx Event, an AI-powered chatbot specifically designed for large-scale event management and support. This innovative solution was built from the ground up to address the unique challenges of the gathering, including:

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  • Handling high volumes of queries (up to 100,000 per second)

  • Providing 24/7 assistance

  • Understanding and responding in the community's unique language

  • Integrating seamlessly with existing systems

  • Ensuring strict data privacy and security

  • Seamless integration with WhatsApp, allowing attendees to interact with the chatbot through a familiar platform

The implementation of Treppanx Event yielded impressive results:

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  • 70% of queries answered instantly, with the remaining seamlessly transferred to live agents for critical cases

  • Achieved 95% customer satisfaction rate

  • Decreased the workload on human agents by 80%, allowing them to focus on complex issues

  • Maintained 99.99% uptime throughout the event, including during peak times

  • Achieved 97% response accuracy despite complex, similar details in the knowledge base and the challenges of Lisan ud-Dawat, a unique blend of Gujarati, Hindi, Urdu, Arabic, and Persian with various mixed phonetics and slangs

Business challenge story

The annual event gathering was attended by hundreds of thousands people and used support line for a majority of the event logistics. The existing helpline was overwhelmed by the huge volume of inquiries. With a team of customer support agents manually responding to queries, many attendees experienced frustrating delays and unanswered questions.

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What were the goals of the ai chatbot?

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  1. Handle a massive influx of inquiries (over 20,000 per day during peak times)

  2. Provide accurate information in real-time

  3. Operate 24/7 to accommodate global participants

  4. Navigate the complexities of the community's unique language

  5. Integrate with existing systems without disrupting operations

  6. Maintain the highest standards of data privacy and security

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The event support team needed a solution that could scale with the event's growth while having a unrobotic and generic system. They wanted the personal touch that attendees valued.

How we did it

Treppan Technologies rose to the challenge by developing Treppanx Event, a bespoke AI chatbot designed specifically for large-scale event gatherings. The development process was intensive, spanning six months and involving a diverse team of experts.

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Key aspects of the transformation included:

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  1. Building a proprietary AI algorithm capable of understanding the nuances of the community's unique language

  2. Implementing advanced conversation tracking and analytics

  3. Developing a scalable architecture to handle high loads without compromising performance

  4. Creating a custom API for seamless integration with existing systems

  5. Conducting extensive simulation tests to ensure accuracy and reliability

  6. Implementing robust data privacy and security measures

  7. Developing a fully context-aware system with conversation history functionality

  8. Creating a system to work with a very complex and confusing similar knowledge base

  9. Implementing controls to direct the AI to answer certain queries while intentionally deferring sensitive inquiries to human agents

  10. Developing robust WhatsApp API integration to handle high volumes of queries directly through the messaging platform

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The result was a highly adaptable, intelligent system that could provide personalized assistance to hundreds of thousands of attendees simultaneously while maintaining the nuanced touch required for sensitive matters.

Results story

The deployment of Treppanx Event at the large-scale event gathering was a resounding success. The system's ability to seamlessly transfer critical cases to live agents ensured that all attendees received appropriate assistance, with 70% of queries answered instantly by the AI.

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The AI's proficiency in understanding and responding the community's local language was particularly noteworthy. Despite the language's complex blend of Gujarati, Hindi, Urdu, Arabic, and Persian, along with various mixed phonetics and slangs, the system achieved a 97% response accuracy. This level of precision, even with multiple similar details throughout the knowledge base, was a significant achievement.

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The chatbot's 24/7 availability ensured that participants from different time zones could always access help when needed. The system maintained 99.99% uptime throughout the event, even during peak times, providing consistent support to attendees.

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The chatbot's integration with WhatsApp proved to be a game-changer. Attendees could access information and assistance through a platform they use daily, significantly lowering barriers to engagement. Despite the high volume of messages, the system maintained its performance, handling WhatsApp queries with the same efficiency and accuracy as other channels.

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Moreover, the implementation of Treppanx Event reduced the workload on human agents by 80%, allowing them to focus on complex issues that required a personal touch. This not only improved the efficiency of the helpline but also enhanced the quality of support for more sensitive matters.

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The success of Treppanx Event at this large-scale gathering has positioned it as Africa's first and leading AI chatbot for event support. Building on this achievement, Treppan Technologies is now focused on further enhancing the system's capabilities and exploring applications in other large-scale events across various industries.

"We're committed to pushing the boundaries of what's possible in event management AI"

Abdulkadir Huzeifa

Founder

Treppan AI, Treppan Technologies

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