More.com operates ticketing platforms across multiple European markets with 30 million tickets sold. Each market has different languages, payment methods, and customer expectations. Every booking issue requires fast resolution in the customer's language.
Multi-Market Operations
Operating across European markets requires supporting customers in multiple languages simultaneously. Customers in different countries have questions about bookings, need ticket changes, or request refunds, all expecting answers in their language.
Ticketing support involves complexity: booking changes with different cancellation policies per market, payment issues across various banking systems, event-specific questions by venue and country, and refund requests following different regulations per market.
Traditional support required hiring native speakers for each market and training them on booking systems, policies, and regulations. Costs scaled linearly with market expansion.
Open's AI Agent
The AI agent handles support in multiple European languages via email and chat. When a customer asks about booking status in Greek, the agent checks the reservation system and responds in Greek. For refund inquiries in Dutch, the agent applies Dutch market refund policies.
Booking changes process correctly per market. The agent knows which markets allow free changes, which charge fees, and which have restrictions. It modifies bookings, explains options, and processes changes automatically.
Payment issues receive market-specific handling. The agent understands local payment methods, verifies payment status with different providers, and knows refund timelines for each country's banking system. Complex issues escalate with full context.
The Results
Open's AI agent now powers More.com's multi-market customer support:
| Metric | Impact |
|---|---|
| Automation rate | 67%+ |
| CSAT score | All-time high |
| Channels covered | Email and chat |
| Markets covered | Multiple European markets |
The all-time high CSAT score results from consistency across markets. Customers receive the same quality support in their native language, and booking changes happen instantly rather than waiting for the appropriate language support shift.
The Impact
67% automation across all markets and languages enables More.com to scale support across European markets without proportional hiring for each new region. The AI agent handles multiple languages, payment systems, and regulatory environments simultaneously.
For customers purchasing tickets across Europe, support works reliably. Questions receive answers in their language, following their market's rules, at any time. This consistency drives all-time high customer satisfaction.
