Accelerating Stubhub customer service automation process

Faced with a resource-intensive chatbot system that failed to meet customer needs, StubHub International (SHI) partnered with Agent Studio. After a detailed assessment of both SHI context and the most relevant vendors, Agent Studio delivered a specific plan of action that met with SHI technical, operational and business constraints.

Client

StubHub International is a safe, transparent marketplace for ticket sales for sports and music events worldwide.

Objective

Stubhub was looking for a 25% reduction in tickets related to fulfillment issues. They wanted to achieve this while:

• Reducing waiting times on phone calls
• Improving CSAT ratings
• Decreasing dependency vs tech team

Work

We split the work in two phases:

• Understanding the current state in a 3 weeks discovery sprint. We:
  • Documented the current state in detail (previous attempts at solving the problem, team configuration, tech stack, operational constraints…)
  • Short-listed 3 potential vendors after a first assessment of 6 potential candidates
  • Documented our diagnosis and ensured all key stakeholders were fully aligned
• Defining a tangible plan of action in a 3 week delivery sprint. We:
  • Analyzed in detail the 3 short-listed vendors (product, company, pricing, roadmap, service models, security/privacy…)
  • Build functional prototypes with each of them to validate ease of use and required capabilities based on SHI’s most common customer issues
  • Documented our learnings and recommendation in an easy to digest doc

Results

Our work during these 6 weeks helped SHI:

• Accelerate their decision making process.
• Discover cost effective & reliable vendors they had never heard about.
• Get clarity about how the 1st version of the chatbot should work.
• Save time to their senior tech stakeholders.

Conclusion

In only 6 weeks, SHI was able to unblock a problem that had been dragging them for months.

Testimonial

“Collaborating with Agent Studio significantly boosted our AI initiative's discovery phase, focusing on essential aspects and utilizing their expertise for initial recommendations. Their thorough documentation and clear understanding of our goals led to a detailed overview of top market technologies. Their attentive follow-up ensured our needs were met, making them highly recommendable for AI technology outsourcing.”

Andreia Guedes

Customer Solutions Supervisor - Stubhub International

👉 Facing a similar challenge? Schedule an intro call to figure out if we can help you too.