How Eventprime Uses Voicelink to Simplify Customer Support

Eventprime uses Voicelink to automate recurring customer support requests, including common questions and ticket payment confirmation issues that previously required someone from the team to step in manually.

The result is faster resolution for customers and less repetitive support work for the Eventprime team.

Key Outcomes

• 50% of routine support enquiries handled without staff involvement.
• Payment confirmation issues resolved in under 1 minute.
• 10hours of support time saved per week.
• Customers receive immediate support even when the team is unavailable.

Background

Eventprime is an event management platform that helps organizers manage ticket sales, payments, guest check-in, and other parts of running an event.

Because Eventprime supports both organizers and ticket buyers, its team receives a wide range of customer questions. Some require human attention, but many are repetitive: questions about Eventprime’s services, ticket issues, payment confirmation, and where customers should go for help.

These routine requests created unnecessary support work, particularly when the resolution followed the same process each time.

The Challenge

One recurring issue involved customers who had successfully paid for a ticket but had not yet received it by email.

Previously, someone from the Eventprime team had to review the customer’s payment information, verify the transaction, confirm whether it was successful, and then help resolve the ticket issue.

The individual task was straightforward, but repeating it across multiple customers added up.

At the same time, Eventprime needed a way to answer common questions without creating a support experience where an AI agent guessed whenever it did not know something.

The objective was simple: automate the predictable work while keeping a clear path to a human for everything else.

How Voicelink Helps

Eventprime deployed a Voicelink AI support agent as a first point of contact for customers.

Answering common questions

The agent has access to information about Eventprime, its services, and common customer questions.

Customers can ask these questions directly and receive an immediate response instead of waiting for someone on the team to reply.

This removes a large class of repetitive conversations from the team’s workload while keeping answers consistent.

Resolving payment confirmation issues

Voicelink goes beyond answering questions by connecting the agent to Eventprime’s payment verification workflow.

When a customer says they paid for a ticket but have not received it, the agent asks for the payment confirmation sent by the payment provider.

Once the customer provides it, the agent uses Eventprime’s payment verification tool to check the transaction.

If the payment is successfully verified, the customer is informed that the payment has been confirmed and that the ticket has been sent to their email.

What previously required someone to manually investigate can now be completed directly inside the support conversation.

Handing off issues it cannot resolve

The agent is deliberately limited to the workflows and information it has been equipped to handle.

If a customer asks something outside that scope, it does not invent an answer. Instead, it directs the customer to Eventprime’s team through email or WhatsApp.

For issues relating to a specific event rather than Eventprime itself, the customer can also be directed to the event organizer.

This means automation does not become a dead end. Customers always have a clear next step.

Implementation

The Eventprime agent combines three parts of Voicelink:

Knowledge base: Information about Eventprime and the recurring questions customers commonly ask.

Agent instructions: Clear rules defining how to handle different support situations, what information to request, and when to escalate.

Tools: A connection to Eventprime’s payment verification workflow so the agent can take action rather than simply provide information.

Together, these allow the agent to move from being a conversational FAQ to actually resolving support requests.

Results

Routine questions are handled automatically

Customers no longer need to wait for someone from the Eventprime team to answer questions already covered by the agent’s knowledge.

That reduces repetitive support work while giving customers faster responses.

Payment confirmation happens inside the conversation

Instead of collecting payment information and waiting for a team member to investigate, the agent can verify the transaction while speaking/chatting with the customer.

For successful payments, the entire issue can be resolved without manual intervention.

The team focuses on exceptions

The Eventprime team still handles cases that genuinely require judgment or information outside the agent’s scope.

The difference is that routine conversations no longer compete for the same attention.

“Voicelink took the questions we were answering repeatedly off our plate. The payment confirmation workflow also cuts out a lot of manual back and forth. Customers get answers faster, and we only need to step in when the issue actually needs us.”

— Akinlade Damilola, Chief of Operations of Eventprime

Looking Forward

Eventprime can extend the same approach to other repeatable support workflows over time: identify a request that follows a predictable process, connect the necessary tools, and let the agent handle it while keeping human support available for exceptions.

If your business deals with similar repetitive support requests, try the live demo, sign up to create your own agent, or book a walkthrough to discuss what you could automate first.