Customer Support & Engagement AutomationsPurpose
1.2. Automated chatbots reduce manual workload for staff, improve attendee satisfaction, and ensure responsiveness across preferred channels (SMS, chat, social, email).
1.3. Automating follow-up with custom info, FAQs, or escalation for complex questions keeps festival support continuous and scalable.
Trigger Conditions
2.2. Automated triggers include keywords (e.g., “schedule,” “tickets”) or channel-specific actions (e.g., Facebook message).
2.3. Escalation automates when chatbot’s confidence drops below preset threshold.
Platform Variants
• Feature: Automated replies using webhooks for specific keywords; configure Studio Flows to direct inquiries; sample: Add trigger for “location” keyword → Studio Flow → pre-set map message.
3.2 . WhatsApp Business API
• Feature: Automate FAQ reply flows using message templates; configure auto-response for common attendee queries; sample: Set template “lost & found” with bot answer.
3.3 . Facebook Messenger (Meta for Developers)
• Feature: Use Messenger Bot with Persistent Menu and Quick Replies; automated responses per event policy; configure webhook endpoint for “ticket refund.”
3.4 . SendGrid Inbound Parse Webhook
• Feature: Automate email parsing, extract attendee questions, invoke chatbot for response; sample: Create webhook to listen for “event schedule” subject.
3.5 . Zendesk Sunshine Conversations
• Feature: Omnichannel automation, automate inquiries to the best bot agent; trigger chat widget for “FAQ.”
3.6 . Intercom Bots
• Feature: Enable Resolution Bot for automated FAQ reply; configure rules tree for “buy tickets.”
3.7 . Drift
• Feature: Automate playbooks for event Q&A; set triggers for chat landing on event microsite.
3.8 . LivePerson
• Feature: Intent Manager setups automate most attendee topics; escalate exceptions automatically.
3.9 . Dialogflow (Google Cloud)
• Feature: Intents automate multi-language Q&A; configure actions matched to “festival map.”
3.10 . IBM Watson Assistant
• Feature: Create dialog skill for automated, scenario-based branching (lost items, rules).
3.11 . Microsoft Bot Framework (Azure)
• Feature: Automate responses across Teams, Direct Line; configure LUIS for schedule intent.
3.12 . Salesforce Service Cloud Einstein Bots
• Feature: Automates case deflection for event FAQ; auto-trigger for high volume periods.
3.13 . Freshchat
• Feature: Freddy Bots automate event conversation flows; configure auto-responses on common queries.
3.14 . ManyChat
• Feature: Facebook/Instagram automation; set keyword triggers for “directions.”
3.15 . Landbot
• Feature: Automate conversational landing pages for event support; no-code setup for “opening hours.”
3.16 . Front
• Feature: Automation rules assign inquiries to bot agents; configure based on channel/topic.
3.17 . Kustomer
• Feature: Intent-based automation for omnichannel event Q&A; trigger workflows for top FAQs.
3.18 . Chatfuel
• Feature: Visual automator to create festival-specific chatbots; configure blocks for “shows today.”
3.19 . Crisp
• Feature: Automation scenario for canned responses to attendee questions; pro-automator triggers for time/date.
3.20 . Tidio
• Feature: Automate autoresponders for event chat; setup triggers for ticket/entry queries.
3.21 . SnatchBot
• Feature: Automate chatbot conversations for multi-lingual festival support; configure actions for “venue.”
3.22 . Rocket.Chat
• Feature: Create automated bot integrations in live chat; trigger workflows for festival queue info.
Benefits
4.2. Automation ensures near-instant information delivery, boosting attendee satisfaction.
4.3. Automator flexibility enables easy update of event-specific info or escalation conditions.
4.4. Consistent automated support across channels creates a unified guest experience.
4.5. Automation scales customer support capacity for high-traffic festival periods.