About The Waiting Game

The Waiting Game Group (TWG) is the pre-eminent supplier of event staff in the South West, with operations extending to South Wales and London. Founded as a local events business, they've grown to cover every aspect of event and hospitality staffing while maintaining their personal, bespoke approach.

With over 10 years of experience, TWG has placed hundreds of thousands of people into event staffing roles, specializing in:

• Stadium and sports events
• Music festivals and concerts
• Corporate hospitality
• Wedding and private events
• Front and back of house recruitment

The Challenge

As a high-volume recruitment agency, TWG faced mounting pressure from staff inquiries across multiple channels. Their team were required to handle repetitive questions from potential workers asking about:

• Pay rates and payment timelines
• Application processes and requirements
• Event locations and transport details
• Training opportunities and career progression

The challenge was particularly acute because TWG operates on flexible zero-hour contracts where staff can choose shifts based on timing, pay, and location preferences. This flexibility, while attractive to workers, generated constant inquiries about available opportunities.

Key pain points:

• High volume of repetitive support queries
• Delayed responses affecting candidate experience
• Resources diverted from high-value recruitment activities

The Solution

TWG partnered with Adanac AI to implement an AI Agent specifically designed for recruitment support. The solution was built to handle the unique challenges of a temp staffing agency.

Intelligent Query Handling

• Instant responses to common staffing questions
• Automated application and app guidance
• Pay and logistics clarification

Seamless Integration

• Embedded directly into TWG's website
• (coming) Optimized for their mobile app users
• Dashboard for monitoring conversations and leads

Smart Escalation

• Live agent handoff for complex queries
• Automatic ticket creation for follow-up requirements
• Routing to appropriate departments

Implementation & Results

The agent was trained on TWG's extensive knowledge base, including their website content, internal procedures, and frequently asked questions developed over a decade of recruitment experience.

Enhanced Candidate Experience

• Instant responses to common questions
• Reduced friction in the application process
• Consistent information across all interactions

Supporting Business Growth

As TWG continues to expand their coverage across festivals, leisure, stadium and sports events nationwide, the automated support system ensures consistent service quality regardless of inquiry volume.

Key Benefits Achieved:

• Scalable Support: Handle inquiry spikes without additional staffing
• Improved Conversion: Faster response times leading to better candidate engagement
• Data Insights: Enhanced understanding of candidate questions and preferences
• Cost Efficiency: Reduced support overhead while maintaining service quality

Conclusion

For recruitment agencies like TWG operating in high-volume, flexible staffing markets, AI automation provides essential scalability without sacrificing the personal touch that differentiates premium service providers.