Ticketmaster’s virtual assistant is an artificial intelligence-powered chatbot named Verified Fan. It was launched in 2018 to help customers navigate the ticket buying process and provide assistance with common inquiries. The virtual assistant is accessible through Ticketmaster’s website and mobile app.
What is the Ticketmaster Virtual Assistant?
The Ticketmaster virtual assistant, named Verified Fan, is an AI-powered chatbot designed to provide customers with help throughout the ticket purchasing process. It can answer frequently asked questions, guide customers through registration for Ticketmaster’s Verified Fan program, and assist with post-purchase support.
Verified Fan was developed by Ticketmaster to improve the ticket buying experience. It uses natural language processing and machine learning to understand customer questions and provide relevant answers. The virtual assistant is able to handle common pre-sale and general ticketing inquiries from customers without the need for human support agents.
Some examples of how Verified Fan can help include:
- Explaining how Ticketmaster’s Verified Fan platform works
- Providing instructions on how to register for Verified Fan presales
- Assisting with ticket searches and selections
- Answering questions about delivery options
- Helping with post-purchase order inquiries and tracking
The virtual assistant is accessible on Ticketmaster’s website by clicking the chat icon on the bottom right corner. Customers can also interact with Verified Fan through Ticketmaster’s iOS and Android apps.
What can you ask the Ticketmaster Virtual Assistant?
Here are some examples of questions and requests customers can make to the Ticketmaster virtual assistant Verified Fan:
- What is Verified Fan?
- How do I get Verified Fan presale tickets?
- When do tickets go on sale for [event name]?
- Where is my nearest Ticketmaster outlet?
- What are your delivery options?
- How can I track my ticket order?
- I need help with a payment issue.
- How can I update my contact information?
- What is your refund policy?
- How do I resell tickets?
The virtual assistant uses natural language processing to understand the intent behind customer questions. It can respond with helpful answers or point users to relevant support pages on Ticketmaster’s website. The chatbot is designed to handle common pre-and post-purchase inquiries.
What features does the Ticketmaster Virtual Assistant have?
Here are some of the key features of Ticketmaster’s Verified Fan virtual assistant:
- Natural language processing – Understands natural language questions and responds with relevant answers.
- Guided conversations – Can engage customers in guided conversations using conditional logic to gather information and provide customized service.
- Integration with Ticketmaster platform – Has access to Ticketmaster’s event calendar, ticket inventory, customer database and order information to provide accurate responses.
- Escalation to human agents – Can seamlessly escalate complex inquiries to live chat, phone or email support when needed.
- Self-learning capabilities – Uses machine learning to continuously improve its knowledge base and language processing from interactions.
- Available 24/7 – Provides instant help around the clock on Ticketmaster’s website and mobile apps.
These capabilities allow the Ticketmaster virtual assistant to understand and resolve common customer service issues related to ticket sales. The self-learning technology also means Verified Fan’s performance continuously improves over time with increased user interactions.
What events can you get tickets for with the Virtual Assistant?
The Ticketmaster Virtual Assistant provides support for ticket sales across Ticketmaster’s massive event inventory. Customers can use Verified Fan to purchase tickets for:
- Concerts – All genres including pop, rock, hip hop, country, jazz, classical, and more.
- Theater – Broadway, West End theater, and national tours.
- Sports – Major league baseball, football, basketball, hockey, soccer, tennis, racing, and more.
- Comedy Shows – Stand-up comedy, improv nights, comedy festival shows.
- Arts & Culture – Museum exhibits, cultural festivals, food events.
- Family Shows – Disney on Ice, circus events, kids shows.
- Venues – Arena, stadium, theater, club and music hall events.
Ticketmaster serves as the official ticketing provider for many major event venues, festivals, sports leagues, and theaters around the world. The Virtual Assistant provides support for ticket sales across Ticketmaster’s vast global inventory covering over 30,000 events each year.
How has the Virtual Assistant evolved since launch?
Since first launching in 2018, Ticketmaster has significantly expanded the capabilities of the Verified Fan virtual assistant. Some of the key improvements over time include:
- Broader knowledge base – Increased the chatbot’s knowledge of events, venues, and ticketing policies.
- Enhanced natural language processing – Expanded the vocabulary, context processing, and intent recognition.
- Added proactive notifications – Integrated event reminders and other helpful notifications.
- Expanded platform availability – Launched on mobile apps and additional web channels.
- Deeper CRM integration – Connected with customer records and order history for personalization.
- Improved self-learning – Continued machines learning from interactions and agent hand-offs.
Through ongoing development, Ticketmaster has been able to expand Verified Fan’s capabilities and utility for customers. The virtual assistant can handle a wider range of inquiries compared to its initial launch while maintaining fast response times and improving answer accuracy.
What are the benefits of the Ticketmaster Virtual Assistant?
Here are some of the key benefits for customers from the Ticketmaster Virtual Assistant Verified Fan:
- 24/7 availability – Get help purchasing tickets anytime without having to wait for business hours.
- Reduced wait times – Immediately get answers to common questions instead of sitting in queues.
- Convenience – Purchase and manage tickets through natural conversation on web or mobile.
- Consistency – Rely on consistent responses across channels.
- Simplified communication – Plain language conversations instead of navigating complex menus.
For Ticketmaster, key benefits include:
- Improved customer satisfaction – Faster, more convenient resolution of issues.
- Operational efficiency – Automates common inquiries to reduce call volume.
- Scalability – Handles spikes in inquiries without being overwhelmed.
- Lower costs – Reduces expenses on live agents and call centers.
The use of conversational artificial intelligence helps Ticketmaster provide better, more consistent customer support across digital channels at higher volumes. This improves the purchase experience while reducing operational costs.
What are some tips for using the Virtual Assistant effectively?
Here are some tips to use the Ticketmaster Virtual Assistant most effectively for your ticket purchases and inquiries:
- Speak naturally – Use normal language, not keywords.
- Keep inquiries simple – Ask one question at a time.
- Be specific – Include key details like event names or order numbers.
- Allow follow-up questions – Answer any clarifying questions from the bot.
- Check suggested resources – If offered a help page or FAQ, review for assistance.
- Be patient – Give the bot time to process if it asks you to hold.
- Provide feedback – Select “No” if an answer is unhelpful so the bot can improve.
Treating the conversation like a normal customer service interaction without keywords generally works best. Being specific with your questions and details helps the Virtual Assistant address your inquiry accurately. Have a little patience as the bot processes, and provide feedback to help Ticketmaster continue improving the AI.
What does the future hold for the Virtual Assistant?
Some potential ways Ticketmaster may expand the capabilities of Verified Fan in the future include:
- Expanded platform integration – Add support for applying Virtual Assistant across all Ticketmaster sales and support channels.
- Deeper personalization – Use customer data and purchase history to provide more tailored recommendations and notifications.
- Proactive engagement – Have the assistant proactively notify customers of important event updates, approaching deadlines, special offers, etc.
- Expanded third-party integrations – Incorporate venue maps, transportation options, discounted parking and other third-party promotions.
- Leveraging 5G – Tap into 5G’s high speed and low latency for innovations like audio and visual interactions.
The steady improvements in conversational AI present many opportunities for Ticketmaster to continue enhancing Virtual Assistant capabilities over time. More natural and proactive interactions leveraging customer data and expanded third-party integrations will likely be key areas of future development.
Conclusion
The Ticketmaster Virtual Assistant Verified Fan provides customers with an AI-powered chatbot to get real-time help with ticket purchases and inquiries. Powered by natural language processing and machine learning, the bot can understand questions, provide answers, and complete transactions fully online. The virtual assistant handles millions of customer interactions, reducing wait times, improving satisfaction, and lowering operational costs.
As artificial intelligence and natural language processing continue to progress, Ticketmaster will likely expand the platform integration, personalization, and capabilities of the Virtual Assistant. This will enable even faster, smarter, and more customized assistance for customers seeking tickets online and through mobile apps now and in the future.