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Whitepaper: The acceptance of chatbotsVOICE AGENT CASE STUDY
Enterprise Power Self-Service: How Ticket Onlineautomatically handles up to 15,000 voice minutes per month
How the team at toss uses the BOTfriends Voice Agent to handle extreme spikes in ticketing volume, provide scalable support to clients, and confidently build AI expertise in-house.
24/7
Available during business hours, with no wait time
30.745
Minutes saved per month through automation using the voicebot
90 %
's Long-Term Goal
Automated Requests
INDUSTRY
Ticket Sales
LOCATION
Germany
CHANNEL
Telephony
FEATURES
Voice Agent, SMS Messaging, Multilingual Support (German/English), Real-Time Ticketing
MARKETS
Germany and international ticket buyers
Between the Rush for Tickets and Day-to-Day Service
When the lines reach their capacity limits at the start of advance ticket sales
At Ticket Online (toss), all incoming customer calls were handled by service teams that also had to manage a complex client structure with a wide range of use cases.
Extreme traffic spikes occurred, particularly during high-demand advance ticket sales for popular events, which severely limited accessibility. This resulted in overcrowded waiting queues, long wait times, dropped calls, and frustrated end customers.
Recurring routine inquiries tied up resources that could have been used for complex cases
Amid the flood of calls, simple, recurring standard questions about events and advance ticket sales were interspersed with more complex, individualized service requests requiring in-depth consultation.
It was precisely these routine cases that created an enormous volume of support requests and tied up the service teams significantly. As a result, employees lacked the valuable time needed to devote their full energy to complex special cases and second-level support issues.
About Ticket Online / toss
Ticket Online Sales & Service Center GmbH (abbreviated as “TOSS”) is a cross-industry service, sales, and support center that is part of the CTS Eventim Group and specializes in fulfilling individual customer requests and requirements.
FULL CONTROL IN-HOUSE
From “We’ll have it built” to “We’ll build it ourselves”
Toss already had experience from previous bot projects and wanted to retain full control over the voice agent.
To this end, an internal expert team was formed. Through structured training sessions at the BOTfriends Academy, collaborative co-modeling during the initial phase, and regular scheduled meetings, a smooth transfer of knowledge was achieved from day one.
Today, toss maintains, trains, and scales the bot for new clients almost entirely on its own—the BOTfriends Solutions Managers now provide support only on an ad hoc basis where necessary.
“It was our own motivation to do this ourselves in the future. The Academy and our regular JourFix meetings helped us dive right into the topic. When we need help, it’s there. It’s a very collaborative partnership.”
Download the PDF version of the case study
We've compiled the key takeaways from the video interview, along with an overview of the entire project, into a PDF. Read it now!
POWERFUL AND VERSATILE
How the Voice Agent Intelligently Connects Callers and Service Teams
The voice agent answers calls to the hotline and determines the nature of the inquiry during the conversation. The agent handles recurring standard inquiries and ticket sales independently, and forwards complex service requests to the team in a structured manner.
STEP 1
Identifying Concerns
The voice agent answers the call and distinguishes between ticket reservations, status inquiries, and service requests requiring in-depth consultation.
STEP 2
Resolve Standard Inquiries & Book Tickets
For standard cases, it answers questions directly, checks availability, and completes the ticket order fully automatically via the voice channel.
STEP 3
Handover to Employees
If an inquiry becomes too complex, the voice agent transfers the call to a human agent in a structured manner—including the context of the conversation so far—so that the caller does not have to explain the issue again.
The Voice Agent also handles
- Answering FAQs around the clock (e.g., regarding terms and conditions, cancellations, or admission requirements)
- Seamless SMS messaging directly from a phone call
- Multilingual conversations in native German and English for international ticket buyers
- Information on the current status of ticket shipments
Feature Highlight: Real-time system queries through native integration into the existing infrastructure
The Voice Agent is deeply integrated into toss’s existing systems and retrieves information—such as the current status of ticket dispatch—from the backend in real time to respond to callers immediately and without delay. Through this deep integration with complex APIs and internal processes, the platform enables true end-to-end automation of service cases.
“Our KPIs have improved significantly, especially our acceptance rate. We’re handling inquiries more quickly and reliably automating standardized, recurring processes. This takes the pressure off our employees and frees up capacity to focus on complex issues.”
DIGITAL SOVEREIGNTY
AI expertise belongs in-house, not in a black box
From the very beginning, Ticket Online made it a priority to help design the Voice Agent from the ground up. Three key components make this possible:
Internal Expertise Team
A working group brings together expertise from various fields and independently handles the modeling, maintenance, and further development of the voice agent.
BOTfriends Academy & JourFix
Structured training sessions and regular sync meetings made it possible to quickly transition from “having things built” to “building them ourselves”—and provide targeted support when needed.
Daily Monitoring & Intent Training
Ambiguous intents are monitored and refined on a daily basis. The control tool for stable, controlled AI without the risk of hallucinations.
“We want to remain flexible and, above all, be able to adapt quickly to other customers who have specific requirements.
In that respect, it’s absolutely essential. You have to build trust, continuously improve, and be able to respond dynamically.”
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The Results
The Voice Agent effortlessly handles the extreme spikes in demand that occur when advance ticket sales begin. Standard inquiries—which used to result in long wait lines and frustrated fans—are now handled directly and automatically by the bot. This frees up a significant amount of time for the service team to focus on complex customer issues.
| Key figure | Before | Today | Effect |
|---|---|---|---|
| Processing Standard Inquiries | Manually by service staff (long wait times) | Fully automated via the Voice Agent | 30,745 minutes saved per month |
| Automated Calls | None (all calls within the team) | 8,000 to 15,000 per month | Scaling Without a Linear Increase in Team Size |
| Automated Messages | No automatic SMS sending from the call | Ø 25,000 per month | Seamless Sending of Booking and Payment Links |
| Acceptance Rate & Availability | Full waiting queues, dropped calls during ticket spikes | Immediate, simultaneous handling of callers | Significant Improvement in Service KPIs |
Survey period: January 1 through September 16, 2026. Data source: Analysis using the BOTfriends X Analytics module.
KEY LEARNINGS
Felix’s advice to other companies on implementing AI agents
“Standardized, recurring, high-volume processes are generally very, very well suited for the use of a voicebot; they immediately provide a noticeable reduction in workload. You can really tell the difference.”
Start with the Right Use Cases
Standardized, recurring, high-volume processes deliver measurable value the fastest and promote internal acceptance.
Stability Over Gimmicks
Clearly defined framework workflows form the foundation. Generative AI should only be used where it truly provides real value.
Actively Build In-House Expertise
To be able to respond to dynamic customer requirements, platform expertise must remain within the company—ideally fostered through collaborative brainstorming with partners.
Deploying Employees Strategically
The true value of automation becomes apparent when service teams are freed from handling routine calls and can focus on complex, consultation-intensive cases.
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