Chatbots conquer the Westfalenhallen

Scaling AI chatbots

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The Westfalenhallen Group is one of the largest trade fair and congress organizers in the region and, with the Westfalenhalle, has been a top location for concerts and shows for decades - for organizers and visitors alike. Every year, 200 events in the B2C and B2B environment, including leading international trade fairs such as InterTabac and Jagd & Hund with up to 77,000 participants and a further 1,000 congress events, generate an annual turnover of 60 million euros and are therefore an important tourism factor.

1. Initial Situation

The Westfalenhallen are pioneers in their industry, having adopted chatbots early on to relieve their employees and enhance service for trade show visitors and organizers. After the original provider was acquired, a platform switch became necessary to continue meeting their specific chatbot requirements flexibly. A scalable concept was needed, capable of addressing general queries for a central corporate chatbot while also accommodating specific content for individual trade show chatbots. Kauz.ai secured the contract thanks to its user-friendly chatbot solution, aiStudio, combined with close customer support.

2. Challenge

Positive experiences with chatbots gradually led to an expansion of automated communication. The goal was to integrate generative AI to further enhance capabilities and support multilingual functionality. The wide range of topics and the number of trade shows required content evolution through the creation of synergies among the various chatbots.

3. Implementation

The content and organizational complexity of chatbot usage is efficiently managed through a scalable multi-tenant system. All chatbots access a central database for general information, benefiting from the content expansions of each individual chatbot, which can be activated or deactivated as needed. This approach also extends to configuration: improvements in prompting and model adaptations benefit all trade show chatbots. For answering specific queries, documents can be uploaded or relevant links provided. With the analytics features, the internal project team has precise insights into the ongoing dialogues and can identify which content areas need optimization and expansion to maintain high-quality responses.

4. Outcome

The implementation of chatbots has already resulted in a reduction in email volume, alleviating the daily workload. Trade show visitors from other time zones now have reliable access to information at any time. Content adjustments can be independently and easily made in-house using aiStudio. Should questions or challenges arise, Kauz.ai’s Customer Success Team stands out for its rapid response time. Thanks to the platform approach, the Westfalenhallen automatically benefit from developments in the AI market, as these are directly integrated into product updates. New trade show chatbots can now go live within an average of just a few weeks.

5. Outlook

The company’s chatbot infrastructure is continuously evolving based on the event and trade show program as well as accumulated experience. The positive acceptance of chatbots, further boosted by the popularity of ChatGPT, is driving the continued expansion of communication automation at the Westfalenhallen, with Kauz.ai as its technology partner.