Secret Sounds · support automation
Less time on repeat questions. More time for fans.
Automated customer support across Facebook Messenger and Instagram, helping festival fans find answers while giving staff more time for complex requests.
Delivered / several years of work together
Delivered as bot•hello, now called melis.ai.
- Sean’s role
- Leading the client relationship and delivery with the conversation-design team.
- What we built
- Festival support across Messenger and Instagram, with automated answers, human handover and ongoing content updates.
- Estimated time saved
- 470 staff hours per festivalOur project estimate.
The original experience
Festival help, right in Messenger.
The challenge
Festival inboxes mix routine questions about tickets and camping with urgent requests. Secret Sounds needed faster answers without losing important messages in the queue.
What we did
We reviewed real fan enquiries and designed the support journeys, automated replies and human handover. Sean led the client relationship and coordinated delivery with the conversation-design team.
How it works
Fans could message the festival on Facebook Messenger or Instagram and receive answers from current event information. Requests needing personal attention passed to the support team. We maintained the content between events and helped distribute transport, schedule and safety updates during the severe weather in 2022.
The results
Our project estimate put the saving at roughly 470 staff hours per festival. Client feedback confirmed substantial time savings, and the relationship expanded to Falls Festival, Harvest Rock, Splendour XR and other projects.
What we learned
The value came from knowing what to automate, when to involve a person and how to keep the information current.
“Saved our team so much time—an absolute pleasure to work with throughout.”