Attractions Group

Barcelona Attractions Group — Ticketing & Guest Messages, Simplified

Client confidentiality. Published with the client’s permission and privacy requirements. We don’t publish brand names, and non-essential identifiers may be generalized. The outcomes and workflow described are real and were reviewed with the client before publication. Additional evidence is available under NDA.

Executive summary

A multi-venue attractions group in Barcelona, Spain rolled out Cogniforce AI Workspace with a role-based Visitor Services Colleague to handle time-slot changes, multilingual guest questions, group bookings, and post-visit follow-ups. In the first 90 days the group saw ~48% less manual admin, ~35% faster booking changes and group confirmations, and ~24% fewer “where is my ticket/booking?” contacts thanks to clearer, proactive updates. Front-of-house teams kept control at every step—the Colleague handles the repetitive coordination and escalates anything sensitive or safety-related.

Where they started

The organization operates several high-traffic sites with different hours, capacity rules, partner entitlements, and accessibility notes. Questions arrived in Spanish, Catalan, English, and French over email, chat, and social DMs. Agents dug through shared files to find the latest policy, copied data between the ticketing platform and inboxes, and reconciled group requests against capacity by hand. Peak weekends created backlogs; duplicate replies and missed details were common. Leadership’s brief: keep the brand’s voice, cut the busywork, and smooth visitor flow across venues.

Why Cogniforce

The team chose Cogniforce for three practical reasons. First, AI Workspace became the living source of truth for ticket rules, change/refund policies, venue maps, safety notes, partner offers, school-group procedures, and approved phrasing—versioned, multilingual, and access-controlled. Second, the Visitor Services Colleague works inside those rules, drafting replies, validating bookings, proposing alternate time slots, and posting updates back to the ticketing system with a full audit trail. Third, everything runs in EU data centers with data-minimization and redaction by default, aligning with the group’s privacy policy and partner contracts.

What we implemented

Week one gathered and cleaned policies, translated templates, and connected the ticketing platform, CRM, and messaging channels. Venue managers reviewed the “always/never say” list and added access and safety nuances per site.

Week two introduced the Colleague in co-pilot mode. Agents approved every draft while we tuned tone and escalation rules. The Colleague learned the brand’s friendly, concise voice and which topics must always escalate (mobility issues, medical questions, safety alerts, partner-contract exceptions).

By week three, routine tasks were automated under human supervision: time-slot changes, name corrections, access information, group quotes, school trip coordination, and post-visit surveys. Anything outside policy routed to a person with a short summary and options.

Two small additions punched above their weight. CrowdFlow Mini suggested alternative time slots based on live capacity and nearby events, helping distribute demand without friction. Pass Verifier read partner-pass rules in Workspace and validated third-party barcodes at inquiry time, cutting back-and-forth before guests arrived.

Day-to-day after launch

Mornings no longer began with a wall of unsorted messages. Overnight inquiries arrived pre-tagged by venue, language, and intent, with a clear draft ready to send. When a family asked to move their visit, the Colleague checked entitlements, offered two or three good alternatives from CrowdFlow Mini, updated the booking on approval, and sent a friendly confirmation in the guest’s language.
Group organizers received a single thread with itinerary, deposit steps, and arrival instructions; capacity and chaperone ratios were checked automatically. After each visit, guests received the right follow-up with a short survey and directions for photo downloads or receipts.

Front-of-house staff felt the difference: fewer last-minute surprises at the gate, clearer instructions for arrivals, and less phone tag to fix simple mistakes.

Measurement approach

Before go-live, the group sampled time spent on core tasks for six weeks and pulled baseline stats from the ticketing system: average time to complete a change, group-quote turnaround, and weekly inbound volume by channel. After go-live, the same metrics came from system logs and time samples. Weekly quality reviews checked tone, accuracy, and whether messages used the latest templates. Any edit that appeared more than twice was folded back into Workspace so everyone benefited.

Results after 90 days

Manual admin on in-scope work dropped about 48%. Booking changes and group confirmations completed about 35% faster—often same-day. Inbound “where is my ticket/booking?” contacts fell about 24% due to proactive, plain-language status updates. Supervisors reported steadier peaks because CrowdFlow Mini helped nudge demand to nearby time slots without sounding pushy. Brand consistency improved across venues: the same question now gets the same, approved answer.

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The AI Colleague that saved the most time

Visitor Services Colleague is a meticulous coordinator. It never uses yesterday’s policy, never forgets a partner condition, and never sends a reply in the wrong language. It drafts clear answers, proposes viable alternatives, updates bookings, and logs every action—leaving agents to handle exceptions and on-site care. When messages concern accessibility, medical needs, or safety, it escalates with a crisp summary and the correct script.

Governance & data protection

Access is least-privilege by role (venue, central support, partnerships). Personal data is minimized and redacted from model training; everything runs in the EU. Each action—message sent, booking updated, pass verified—has a timestamped, immutable log. This simplified partner audits and helped the team prove SLA performance with clean evidence.

What changed for guests and teams

Guests get faster, clearer answers and fewer surprises at entry. Staff spend less time retyping policies and more time solving edge cases or helping on site. Supervisors can see volume and tone consistency across venues without micromanaging templates. The workday feels steadier—especially on weekends.

Lessons we’ll keep

Treat policies and access notes as living content owned by venues, not IT. Tune templates weekly from real conversations. Offer CrowdFlow choices, not commands—maintain guest agency. Keep a human gate on safety topics and any partner-contract exceptions; that’s where judgment matters.

What’s next

The group is expanding Pass Verifier to more partners and piloting a Venue Noticeboard workflow that publishes same-day changes (weather closures, elevator outages) to all channels from one update. A School Trip Pack is also in development to streamline risk forms, chaperone ratios, and payment schedules.

If you manage visitor services for venues and want smoother booking changes, clearer multilingual replies, and fewer back-and-forths, book a tailored demo. We’ll show you the Visitor Services Colleague, CrowdFlow Mini, and the exact playbooks behind these results—and adapt them to your venues.

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