Exhibition News March 2019 - Page 52

Tech Question time Following the announcement of a partnership between Aventri and Sciensio’s AI event chatbot, EN learns more about the time-saving customer service technology M ost organisers have spent valauble time fielding simple questions with straightforward answers in the lead up to an event. Whether it’s the venue, the dates, the timing of sessions or the way to the loos, it’s a time-consuming but unavoidable part of running a show. But chatbots might be set to change all that. In early 2019, event management software company Aventri announced a new partnership with Sciensio, a provider of chatbots that use artificial intelligence to answer a wide range of potential attendee queries. The chatbot can be made available to attendees at an event through five potential channels, says Brad Langley, vice president – channel and partner management at Aventri: SMS, webchat, Facebook Messenger, WhatsApp or Twitter. The partnership with Aventri means that information can be transferred from the registration form directly to the chatbot, saving 52 — March organisers time populating the answers. Plus, the chatbot becomes a useful add-on as part of the Aventri product suite rather than a standalone that investment organisers have to make in chatbot technology. “The migration ensures a seamless experience and eliminates the need for redundant data entry, and it makes for better customer service and insights into the attendees of the event and their questions,” Langley tells EN. “In the end you not only gain more insights around the types of questions attendees are asking but it also alleviates that burden on the staff right in the crunch period when attendees are really focused on the event. It’s precise communication when someone wants and needs an answer. We felt it was a perfect marriage.” In stark contrast to communication channels such as email, the chatbot messages have an open rate of 98 per cent, ensuring that attendees will almost certainly see pertinent information. “There are situations where you could send scheduled messages through the bots such as greetings, feedback requests, reminders or ad hoc messages in an instant, such as ‘the party on the lawn been moved to the main ballroom due to rain,’” continues Langley. “You’re covering more of your “It is precise communication when someone wants and needs an answer” audience, especially with timely messaging. “Nowadays corporations have the responsibility for proper duty of care with their attendees. This provides a great way for instant communication as well as addressing questions during situations that require an immediate response. Whether it’s an earthquake, a weather situation or whether it’s a human situation this provides a powerful tool in the hands of the planner to be able to communicate broadly to all their attendees.” Another benefit of the chatbot is that organisers can actively review the questions coming in and make changes to their event while it is still in progress. “You can pull reports to see what the most frequently asked questions are,” explains Langley. “You can anticipate as a planner how you may want to tweak or adjust the next day, either your communication, the logistics or even the temperature of the room.” If the chatbot is unable to answer a specific question to an attendee’s satisfaction, they can be connected easily to a member of the organising team, and that question can then be added to the chatbot for future visitors. “It’s private. It’s immediate. It’s accurate,” concludes Langley. “The goal is to get people to connect better and be at their best when they’re at an event.” EN