Multi venue, geographic and demographic chatbot at scale
Deltic Group is the UK’s largest operator of late night bars and clubs, managing over 60 venues. The venues receive a vast number of messages via their Facebook pages, however, due to capacity restraints, 90% of queries were going unanswered.
Our solution powers 60 conversational agents from one core codebase. Deployed on Facebook Messenger and integrating with Deltic Group’s APIs, the bots provide a unique experience for each of the venues, answering FAQs and up-selling tickets to nightclub events.
Each venue has control over their conversational agent’s content through EBM, allowing the tone of voice and information to be customised.
The custom integration with Deltic’s social media monitoring platform permits smooth human agent handover to the relevant venue’s social media team. Once the team have successfully handled an enquiry, the bot can be reactivated for the user by the click of a button. The functionality to easily switch the bot on or off at an individual user level enables the team to proactively reach out to users over Messenger without having the bot respond unnecessarily.
Facebook Messenger benefits from having very high engagement compared with other marketing channels, this drives an ongoing relationship with each individual customer, using push notifications to inform of future events, driving sales and pulling post-event feedback. We made use of Facebook Messenger web views to enable users to book tickets for upcoming events directly through the Messenger channel, instead of being redirected to a website, creating a ‘one-channel’ user experience.