Challenge

In the lead-up to their iconic annual event, Henley Royal Regatta was overwhelmed with a flood of frequently asked questions—especially around ticket release schedules, access logistics, and international visitor support. The prestigious rowing event, which attracts thousands of spectators from around the world, needed a solution to handle high-volume inquiries efficiently while maintaining the premium service experience expected by their international audience.

Solution

We built a multilingual AI chatbot to serve as a front-line assistant, available 24/7. The bot handles hundreds of pre-event and day-of queries automatically, escalating to human staff when necessary.

Key Capabilities

Real-time multilingual support for international guests - The chatbot provides instant responses in multiple languages, ensuring international visitors receive immediate assistance regardless of time zone differences.

Escalation routing for sensitive or unresolved queries - Complex issues that require human expertise are seamlessly transferred to appropriate staff members, maintaining service quality while reducing overall workload.

Self-service support for high-volume questions - Common inquiries about ticketing timelines, site access, event schedules, and logistics are handled automatically, freeing up staff for more specialized tasks.

Results

Now thousands of queries are answered without human intervention ensuring a seamless user experience for attendees worldwide. The implementation has transformed how Henley Royal Regatta manages visitor communications, allowing their team to focus on delivering the exceptional event experience they're known for while ensuring no visitor inquiry goes unanswered.

The multilingual capability has been particularly valuable for international guests, providing them with instant access to information in their preferred language, enhancing their overall experience from initial inquiry through event attendance.

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