Case Study
VISIT DENVER is Digitizing Its Visitor Center with the Power of Conversational AI
Summary
VISIT DENVER, the official tourism marketing organization for Denver, sought to enhance their digital visitor engagement by offering personalized, 24/7 concierge services. In January 2024, they partnered with Satisfi Labs to implement a conversational experience platform to improve digital visitor interactions, surfacing relevant event information and capturing valuable visitor insights. The partnership has opened new pathways for continuous engagement, benefitting not just their city, but their visitors as well.
Challenge
VISIT DENVER faced several challenges as they worked to advance their digital visitor engagement. One of the main obstacles was maintaining personalized communication with visitors without disrupting operational efficiency, particularly outside of standard business hours. Additionally, as websites get more robust, user navigation gets more cumbersome, making it difficult for visitors to locate important resources and information. They also needed a solution to seamlessly surface key events and places of interest within visitor interactions. These issues limited their ability to provide the seamless, high-quality experiences modern travelers expect.
Solution
To address these challenges, VISIT DENVER implemented Satisfi Labs’ conversational experience platform, which provided a comprehensive solution to their needs. The platform enabled their team to have 24/7 engagement by digitizing the visitor center, ensuring continuous interaction, and preventing lost engagement opportunities. This was especially important after staffed business hours when much of their chat traffic occurred. By leveraging the Simpleview integration, their chat was able to naturally surface detailed event information and highlight places of interest during visitor conversations, significantly enhancing the user experience.
Additionally, the launch of their chat experience helped identify gaps in the website’s content and user flow, allowing VISIT DENVER to improve navigation and optimize the presentation of information. Their chat reporting and analytics, based on information gathered in user conversations, allowed VISIT DENVER to gather deeper insights into visitor preferences, allowing the team to make strategic messaging adjustments and create more tailored experiences for their audience. This always-on chat experience ensured that VISIT DENVER could offer enhanced services without increasing operational costs.
Results
Since implementing the Satisfi Labs conversational experience platform, VISIT DENVER has seen notable improvements in visitor engagement and operational efficiency. The 24/7 functionality has enabled continuous visitor support, and with 65% of conversations now taking place after business hours, they’re ensuring that engagement opportunities are never lost. The platform has also saved the team an average of 40 staff hours per week so far in 2024, putting them on pace to save the equivalent of a full-time staff member at a fraction of the cost. Moreso, by placing strategic content in their chat, the platform’s ability to guide users through the website has resulted in 25% of chat traffic redirecting visitors to other areas, increasing resource discoverability, and extending site visit times. Now boasting a best-in-class digital engagement strategy, VISIT DENVER looks to continue meeting its visitors’ evolving needs while remaining a tech-forward leader in the DMO space.
%
of chat conversations occur after staffed business hours
%
of inquiries were event or place of interest related
%
click-through rate to partner pages from Simpleview event feed responses
“At VISIT DENVER, our passion is showing visitors why they should choose our city. Working with Satisfi Labs through their chat experience has helped us connect better with our audiences. Their AI technology lets us communicate in a personal and immediate way that feels natural and highlights the best of what Denver has to offer.”
Salim Bourget
Director of Web & Content
