WICKED modernises Broadway experience through AI

Rolled out in early 2019, the Broadw.ai virtual assistant powered by Satisfi Labs, has helped WICKED theatergoers with over 90,000 requests including ticket sales, via their website and Facebook. 

The AI platform, created in partnership with Satisfi Labs, delivers a seamless customer purchasing journey answering complex questions around food recommendations, parking, and shopping. Through its integrated Ticketmaster ticketing partnership directly built in the assistant, customers can purchase their ticket in Broadw.ai’s chat flow in a conversational setting. Since the launch, WICKED has seen an increase in ROI of 700% with the average ticket price selling for 20% higher compared to their weekly average.  

“We are beyond thrilled to be working with WICKED,” said Micah Hollingworth, Co-Founder, and CEO of Broadw.ai. “In today's fast-paced world, it is essential shows interact with audiences before, during and after the performance. The response from WICKED theatergoers interacting with our assistant, across multiple channels is truly demonstrating how technology is modernising engagement. Guests are receiving personalised answers and pursuing the recommendations from point of purchase, to post-show needs.”

“We are excited to leverage Broadw.ai to bring a new experience to Wicked fans,” said Don White, CEO, and Co-Founder of Satisfi Labs. “We are making commerce conversational, creating a seamless ticketing option for guests. The integration of AI is not only for Broadway shows, but can create meaningful interactions with guests at any live event.”

Broadw.ai is a 24-7 automated digital assistant, giving WICKED audiences customised one-on-one interactions for each guest with information for shows, venues, food and beverage options, shopping, parking and more. Unlike other conversational intelligence tools, responses from Broadw.ai’s platform are completely autonomous based on data feeds including Broadway knowledge and customer interactions. The platform maintains a flow of real conversation to ensure a seamless experience when answering questions and inquiries. The platform has already been successfully implemented in over nine top Broadway shows including Anastasia, Come From Away, King Kong and more.