Events Agenda

 Events information and ticketing

Event organisation usually requests a promotional activity (publicity, information, etc.) as well as a booking activity (availability check, booking, payment, etc.), which are typically supported by web sites and call centers.

In call centers supporting numerous event agendas that constantly change, the promotional activity is often the most time consuming for live operators dealing with callers who don't necessarily know which events they want to attend or who just call to get detailed information about specific events.

This type of calls does not generate any direct value for the event organizer.

Such task can therefore very well be performed by an automatic voice server who will take the call, drive the dialog with the caller and at the end, will either jump to an automated booking transaction or transfer the call for further operator-assisted transactions.

 The Solution

The Vocabase® application template for "Events Information and Booking" enables to build Voice Portals that publish information about events
  • of various categories (such as culture, sports, leisure, conferences, seminars, trade-shows, etc.) ;
  • from different regions, locations and venues ;
  • in different languages ;
  • taking place at specific dates (every third Saturday, on March 24, etc.) or during some period (winter, week-end, next month, etc.).
The VocaBase® voice portal allows a caller to place its first query over the phone by stating complex sentences in natural language such as : "What type of Jazz concerts are there in London next week-end ?". VocaBase® will then enter into a dialogue with the caller to help him select into a list of possible concerts responding to his requirements, the ones that he prefers (in terms of location, price, artists, etc.).

The call can be terminated when the caller has received the information by voice or SMS, or the call can be transferred to a booking call centre for reservations.

Optionally, a booking transaction dialog may be included to the events voice portal, which will prompt the caller about the required seats to book, the payment mode, and the tickets delivery mode, and then will provide the price and book the order.

To access this service, callers will either be prompted to provide additional personal data (such as address or credit card number) or need to register beforehand.


 Benefits

An "events" voice portal has obvious benefits for users, since it is reachable at anytime from anywhere, in the caller's own language.

For the application manager, the main advantages are :

  • Flexibility : the manager only updates the content, VocaBase® takes care of the automatic building of the dialogues.
  • Compatibility : content can be uniformed between what is published in the brochures, on a web site and on the voice server.
  • Costs : no human attendance is requested in the call centre, except for ticketing.
  • Implementation speed : standard vocal dialog modules such as error recovery, date query, location based search, etc. allow for a very quick service implementation.

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