Live Nation uses Salesforce's Agentforce to run AI agents across 120 venues, handling fan questions about parking and gate times. The Venue Agent resolves 96% of inquiries automatically. A second agent called Melody logged 37,000 interactions in 12 days.
Live Nation's mission is to provide great musical experiences for fans around the world. Salesforce has supported that mission in the past 20 years. They're involved in every aspect of our business.
We have 55,000 events annually, 159 million fans.
The scale on a global basis has been tremendous, and we couldn't have done that without a partner like Salesforce. Agentforce has really been a key technology for us and helping to improve that fan experience.
Salesforce did a great job in partnering with us and understanding those things that are top of mind for fans.
With the Venue Agent, we can ensure that the fans get the information they need as quickly as they need it.
The Venue Agent is an Agentforce-powered concierge that lives on our venue websites, and it allows our fans to get nearly real-time responses to their questions.
The Venue Agent works from one central agent that feeds 120 different agents. which handle 96% of the cases that come in. The questions that the venue agent gets the most tend to be around parking times, gate times, everything that helps them to enjoy the show. So it frees up our team to be able to create a better fan experience. When the venue agent gets a question that it feels it needs to route to a different team, it'll send that to our fan engagement team through Slack immediately.
We wanted to integrate that technology in other environments like Melody within the BottleRocket. The Melody Agent was a great success. We had over 37,000 interactions and 17,000 unique sessions in just over 12 days.
Trust is very important to us in terms of being able to know that the agent's going to deliver consistently for our fans, and Salesforce was paramount in building that trust with us as we brought this to life.
That gives me the vision to say, hey, we can move forward on this and we can move forward faster.
Music is such a point of emotional connection, We're just at the front end of seeing what this technology can do for our fans around the world.
