Customer support · Production

CASFID Reduced Customer Service Requests by 70% and Boosted Satisfaction to 4.5 out of 5 with Landbot

The problem

Pandemic-driven event cancellations, postponements, and seat-configuration changes caused a surge in customer support emails to Enterticket's Customer Assistance Center, overwhelming the team with requests for refunds, ticket changes, and invoice reissues.

Workflow diagram · grounded in source
1
Customer initiates support request
trigger
“Enterticket's Customer Assistance Center (CAU) helps ticket buyers with their questions and issues.”
2
Chatbot guides interaction paths
ai_action
“With Landbot's visual builder, the team created different interaction paths: "I can't find my ticket," "return a ticket," "duplicate purchase," "change ticket data," "request invoice," among others.”
3
API-based automatic resolution
integration
“For those requests that could be resolved automatically, Landbot invoked Casfid's external Enterticket APIs (for example, to request the resubmission of a ticket.)”
4
Human agent first-touch resolution
human_review
“those that require attention from a team member are now fixed at the first interaction”
Reported outcome

Customer service requests dropped by 70% and satisfaction reached 4.5 out of 5, with resolvable requests handled automatically without human intervention and remaining cases resolved at the first human interaction.

Reported metrics
Customer service requests70%
Customer satisfaction score4.5 out of 5
Reported stack
LandbotEnterticket APIs
Source
https://landbot.io/case-studies/casfid
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

Customer service requests dropped by 70% and satisfaction reached 4.5 out of 5, with resolvable requests handled automatically without human intervention and remaining cases resolved at the first human interaction.

What tools did this team use?

Landbot, Enterticket APIs.

What results were reported?

Customer service requests: 70%; Customer satisfaction score: 4.5 out of 5 (source-reported, not independently verified).

How is this customer support AI workflow structured?

Customer initiates support request → Chatbot guides interaction paths → API-based automatic resolution → Human agent first-touch resolution.

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