About the client
Industry:E-commerce, Digital Platforms
Location:Vietnam
ActiUp is one of Vietnam’s leading professional event ticketing platforms that connect event organizers and fans. Committed to delivering a top-notch seamless experience for customers, the team is constantly enhancing its technological capabilities.
Recognizing the growing potential of GenAI, the company now sought to use automation and AI to enhance the speed and efficiency of its customer service. This technology would help ActiUp maintain its high level of service and offer unmatched convenience, even as the number of events and their customer base grew.
Challenge
Responding faster to customer requests without overloading support teams
ActiUp is a trusted platform for event ticketing in the country and has already served 250,000+ participants across 250+ events and has 120,000+ enrolled members – numbers that continue to rise month on month. A key differentiator in their domain is the ability to offer an efficient and responsive customer support experience, keeping customers engaged during their purchases and offering prompt after-sales support.
To keep up with high user volumes and the wide range of questions posed, it became necessary to expand the customer support team or use innovative technology solutions.
Typically, the customer service team operates Monday-Friday, from 8:30 AM to 6:00 PM. During peak usage times around event launches or other sudden spikes, the support team was inundated with requests, which could often mean delays in response time. ActiUp was looking to ramp up deployment and responsiveness, to meet the millisecond response times their users had come to expect. Cost overruns on resources were also a concern.
The team saw that a GenAI-powered chatbot solution could be a game-changer.
- If customers were struggling with finding specific event or service details, the chatbot could give quick answers and direct them to the relevant pages.
- Almost all support-related questions could then be resolved more quickly, with no need for agents to respond to frequently asked or easily searchable questions.
- More importantly, it would be able to handle multiple enquiries simultaneously around the clock. This would mean instant responses and increased customer interactions without significantly raising costs.
To roll out a dynamic GenAI customer support solution, ActiUp partnered with Cloud Kinetics, a top-tier data transformation partner of Amazon Web Services (AWS).
“Our goal was to boost customer purchases and satisfaction with personalized interactions and exceptional service. The GenAI chatbot solution implemented by Cloud Kinetics made this possible, improving operational efficiency and customer engagement while helping optimize on resources.”
Erik Nguyen, CEO, ActiUp
Solution
GenAI chatbot powered by Amazon Bedrock for efficient information retrieval and response
Using Amazon Bedrock, Cloud Kinetics built a GenAI chatbot to meet ActiUp’s objective of delivering meaningful responses to users in seconds. This new solution would also offer greater centralized control.
“The solution for ActiUp is deployed in a highly scalable environment using Amazon ECS. The containerized application can scale dynamically to handle traffic spikes during high-demand periods, ensuring continuous availability and fast response time.”
Khang Nguyen, Solution Architect, Cloud Kinetics
The chatbot generates natural language responses to user enquiries, providing quick and accurate responses without requiring human intervention. It is able to provide personalized interactions 24/7 with automated responses to common enquiries and customer concerns.
- To this end, customer service documents were uploaded to an Amazon S3 bucket, and indexed them into the vector database Amazon OpenSearch.
- This database allows the GenAI chatbot to retrieve relevant information quickly and efficiently, even as information grows or changes frequently.
- Conversational interfaces powered by serverless Lambda functions, using WebSocket APIs and the natural language capabilities of Foundation Models, offer users a comfortable and familiar interaction.
Success Metrics
24/7 personalized interactions and quick, sophisticated responses
The solution deployed can handle multiple file formats (pdf, word, csv, xlsx, txt) and supports multiple languages including Vietnamese and English, catering to a broader user base. It achieved 95% accuracy on test datasets. A key indicator – response time for queries from users – also hit the mark. The GenAI chatbot was able to start generating responses within 3 seconds. There are no limitations on the content or format of questions and no need to manually manage sensitive content since the chatbot auto-filters out any such details.
95%
Accuracy Quality of customer interactions enhanced, with high accuracy on test datasets
80%
Performance improvement The new AI chatbot generates response in <3 seconds compared to average response time of 2 hours earlier
24/7
Support availability Previously, support was limited to standard business hours, resulting in 4-6 hours of downtime
30%
Improvement in scalability Increase in the number of concurrent users or questions supported
50%
Cost savings Operational expenses and resource support
The chatbot successfully manages customer support inquiries during peak event selling periods, characterized by a 3-4x increase in traffic, without overwhelming the customer support team or compromising customer satisfaction.
This has saved time and resources and streamlined the customer support process. An improved response time is achieved without the need for additional staff during peak time.
“Throughout our long-standing collaboration with Cloud Kinetics, they have provided us with prompt support, in-depth consulting and effective partnership programs. This goes beyond technical support – through knowledge transfer and hands-on interactions, our team is now empowered to proactively use AWS to find the best solutions for the business."
With an always available, 24/7 support service for users and the GenAI chatbot on AWS powering natural contextual conversations, ActiUp has the responsive, scalable solution it wanted. The platform will continue to deliver a seamless, efficient and world-class experience to its customers even during peak usage periods, as it expands its event base and adds new features over time.
