Objective

An alternative to an event mobile app that would enhance the attendee experience while reducing costs and improving information yield by attendees.

Our Client

Event professionals look to BizBash for venue discovery, event style, technology, and tools for their next event. Thousands attend their in-person events and expect to see the best resources showcased there.

The Event

The event was a one-day trade show inclusive of workshops, a Main Stage and multiple social event components, such as pre and post parties and education lounges. BizBash had previously utilized event apps and wanted to experience an alternate solution to enhance the attendee experience while also reducing costs and improving information yield by attendees.

Challenge

  • Improve logistical support for the event: less expensive and more effective than just adding bodies
  • Increase overall utilization of the technology: easy access to the agenda, schedule, and answers to frequently asked questions
  • Seamlessly integrate into existing processes and systems, such as the registration platform: does not require development time or expertise by event team
  • Provide detailed statistical monitoring and support: every single question in the system open for analysis and scrutiny, enabling responses to be modified and adjusted real time

Our Solution

The development program commenced March 10, 2017 and the event was held on May 4, 2017. In that time, Sciensio built “Betty”, a fully functional Concierge EventBot to deliver key event information to attendees AND be fully integrated with the client’s registration system to provide ad hoc messaging and ongoing updates regarding the show.

3phoneConferenceImage.png

Implementation

BizBash opted to customize their EventBot with a name and tone that was consistent with their brand. “Betty” was trained to respond to 90+ categories and more than 3 million different ways that questions could be asked. Before the event, Betty was fully integrated with the registration system so that she could provide ad hoc messaging and ongoing updates regarding the show. BizBash carefully followed Sciensio’s best practice of collecting mobile numbers during registration so that attendees could discover Betty via a text message sent to them.

During the days prior to the event, BizBash suffered an internet outage that took down its website. Luckily, Betty was available 24/7 during this time and during the event. Onsite, staff reviewed questions attendees sent to Betty and BizBash promptly updated and disseminated answers.

The Results

  • Betty went live on April 26, 2017 for BizBash Live Florida. BizBash carefully followed Sciensio’s best practice of collecting mobile numbers and underwent a thoughtful discovery program with Sciensio’s team. 300 out of 518 attendees who provided mobile numbers interacted with Betty (57.9% - an astounding engagement rate).
  • Those users sent more than 1,300 messages to Betty and identified a number of customer service questions that were promptly updated and disseminated by BizBash staff.

  • During the days prior to the event, BizBash suffered an internet outage that took down its website. Betty was available 24/7 prior to and during the event. The BizBash team estimated that access to Betty reduced direct customer service calls by approximately 20%.

  • During the event, the convention center fire alarm was triggered and a building-wide evacuation was executed. After confirming it was a false alarm, BizBash was able to use Betty to contact all attendees by sending an ad hoc message – all within 60 seconds and literally, a few keystrokes.

  • BizBash “Betty” was deployed for the BizBash Live LA and BizBash Live NY events with even greater success. Thousands of messages were responded to with more than 93% of all user needs being answered correctly the first time. “Betty” could successfully respond to more than 90 different user need categories with more than 3 million different ways that questions could be asked.

    bntvf1ntq2_hcsjnb0i2sa261dohki3_lw5dphxfdauv3gwlg7j27mmt9-w0tlwcyqg9iucb1wrdk8rkidcitsb8h-arwa5zxdmv4g8ntnjvxhnzp2rh_6yfhetc4s28u

"Sciensio’s team was amazing. An incredibly professional outfit that was able to listen to our needs, understand our problems, and deliver a solution that exceeded expectations. Put simply, Betty made our jobs easier and our event better."

Nicole Peck

Executive Vice President BizBash Media