United StatesMedia and entertainment2026 – ongoingLive Nation
Agentforce Venue Agent for fan support
Live Nation's venue support agent deflected 95% of fan cases, Salesforce reported
Problem
Venue teams handled routine questions about parking and event policies through staff-assisted channels. Fans lacked an automated web support channel.
Approach
Live Nation built a single Agentforce system serving 120 venue websites. Website context selected the relevant venue information through Data 360 and CMS APIs. Requests for a human, safety concerns and unknown answers triggered staff escalation.
Results
Takeaway
Venue-specific data let one agent serve multiple properties. Salesforce did not disclose the measurement period for its deflection figure.
Categories
- Size
- Large enterprise
- Industry
- Media and entertainment
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- AI agentsConversational and voice AI
- Adoption
- Off-the-shelf tool or platform
- Evidence
- Vendor case study
Sources
Source summaries
Salesforce reported 95% case deflection across a system supporting 120 venue websites. It described shared agent infrastructure and escalation rules for human assistance.
Full details are in the original sources.