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- What makes the Miami
Dolphins customer experience
and fan experience so great
is that it's customized to the fan.
We want to constantly have
up-to-date information
at their fingertips 24/7.
- We are unique because we do own
and operate our own stadium.
When we're not talking about football,
we're talking about concerts,
ICC soccer, the Miami Open.
Through 2020, we did a lot
of things for the first time.
We had a limited-capacity stadium,
we opened our movie theaters,
a COVID testing and then vaccination site.
- Some of our front-line service members
were spending a lot of time
answering phone calls and emails
for simple questions.
- We had to introduce ways to make sure
that fans had the information
they need when they needed it.
Trying to deal with all of those inquiries
would have been unmanageable,
but instead we had Power Virtual Agents.
- Now, anyone in the world
can go onto the Dolphins website, they can
open up the chatbot, and
begin asking questions
and the bot will pick up on key phrases
and it will direct them
towards the information
in the right direction.
- There has been some
incredible customization
needed as you get into
the specifics of where to
park or what type of bag can I bring in.
We can really rely on the specialists
with each one of these
properties to go make sure
that the right information is
being left for our clients.
- What we love about Power Virtual Agents
is that it doesn't require a developer
to provide that updated information.
Just like on the field it's a team effort
and since we deployed
Power Virtual Agents,
we've only had to escalate
about three percent
of the time to an actual human.
Now with over 40,000
interactions with the bot,
it's beyond what we had
originally imagined.
- The more we're able to put together
a fantastic fan-first experience
whether they're speaking with the chatbot
or engaging with a human being,
within three minutes they
got all the information
needed, it's hard to think that
that's not a success
story every single time.
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