HQ
Beverly Hills, CA
Agents
1,400
Industry
Live Entertainment
Win Story
Ticketmaster
Came from 3 weeks behind to close a 1,400-seat, 3-year deal — beating the incumbent on every dimension that mattered.
Ticketmaster is a leading global ticketing company that sells and manages tickets for concerts, sports, theatre, and live events. As part of Live Nation Entertainment, it provides technology for event ticketing, digital access, and venue management, serving millions of customers worldwide.
Use Case
Ticketmaster's 1,400-seat contact center handles millions of fan interactions across voice and chat. QA was manual, sampling under 2% of conversations, and managers had no scalable way to coach agents or identify compliance gaps across a multilingual global team.
Why Level AI
Level AI's QA-GPT automated 100% of conversation scoring against Ticketmaster's custom rubrics, replacing a two-week manual review cycle with results in under 60 seconds. The Conversational Intelligence layer surfaced real-time summaries and VoC trends. Screen Recording tied agent desktop activity to conversation outcomes, giving QA managers a complete picture without any manual effort.
Challenges
- 1Entered 3 weeks late into a 5-week evaluation
- 2Ticketmaster initially aligned unanimously with competitor
- 3Needed buy-in from QA managers and front-line doers
- 4Teams lacked analysts/SQL skills to turn data into insights
- 5Required global, multi-language scalability and automation
Solutions
- LevelAI solution spanning 4 Products, 3 year deal for 1,400 seats
- Auto QA With QA-GPT
- Conversational Intelligence with Summaries
- VoC Insights
- Screen Recording
Why We Won
- Overcame a 3-week late start against a first-mover competitor
- Won over the actual adopters with hands-on sessions
- Automated a 2-week manual process to under 60 seconds
- Clear user preference: Level AI overwhelmingly favoured
- Global scalability and strong technical depth
Five9 Field Perspective
“Level AI turned a 2-week manual QA process into under 60 seconds. The team saw it and they were sold — no one could match that.”
Customer Voice
“Our QA managers finally have the time to coach instead of score. Level AI changed the way we think about quality in our contact center.”