The enterprise friction point
Staff could not absorb the volume. Attendees waited 30+ minutes for basic questions, missed sessions relevant to them, and real-time changes — cancellations, room moves — could not be communicated to the people they affected.
Transformation objectives
- Eliminate help desk queues and reduce staff load.
- Surface personalised session recommendations to attendees.
- Provide real-time logistics support across channels.
- Facilitate relevant networking connections.
Discovery & architectural audit
Modelling the previous year's enquiry mix showed most questions were logistical and repetitive — where, when, how do I get there — and answerable from the event schema itself, provided that schema stayed current as the programme changed.
The Fortiv AI architecture
- 01
Event Knowledge Graph: Sessions, speakers, floor plans, shuttles and dining ingested into a vector index, with programme changes reflected within minutes.
- 02
Personalised Recommendations: Attendee interests matched against the schedule to propose targeted itineraries.
- 03
Multi-Channel Concierge: A conversational assistant on WhatsApp, the event app and SMS, handling FAQs, directions, maps and menus concurrently.
- 04
Networking Connector: Opt-in matching by sector with privacy controls, automating introductions between attendees.
Verified audit outcomes
Post-deployment impact
- 42,000+
- Conversations handled across three days
- 85% Reduction
- In help desk inquiries
- 92% Positive
- Sentiment in post-event feedback
- $15,000 Saved
- In temporary staffing costs