Profile
Customer: Global Racing Event in Las Vegas
This premier global racing event brings together tens of thousands of fans, partners, and attendees for a multi-day race experience. Known for its scale, complexity, and high expectations, the event requires seamless coordination across ticketing, logistics, and on-site engagement to deliver a world-class experience.
Executive Summary
As a premier racing event in Las Vegas prepared to welcome thousands of fans for one of the year’s most high-profile races, they selected Palladin to build and deploy an Agentforce-powered digital assistant across web and mobile. From contract to kickoff in under a month and from design to deployment in less than six weeks, Palladin delivered an AI-driven agent ready for race weekend and the main event on November 22, 2025, helping fans with FAQs like navigation, ticketing, and day-of logistics.
The Challenge
With tens of thousands of fans engaging across digital and on-site channels, the organization faced a surge of inquiries spanning ticketing, logistics, and event information. They needed a way to deliver fast, accurate, and personalized responses during peak race-week demand, without overloading their support teams. Traditional service models lacked the scalability required to handle this volume while maintaining a high-quality, on-brand fan experience.
Key Pain Points:
- High volume of fan inquiries across ticketing, logistics, and event information
- Need for real-time, accurate responses during peak race-week demand
- Limited scalability of human support teams to handle surge traffic
- Desire to deliver personalized, on-brand fan experiences at scale
The Solution
Palladin implemented a scalable, AI-driven solution designed to handle high volumes of fan interactions while maintaining a seamless and connected experience across channels.
- An AI-powered agent for fan FAQs, event guidance, ticketing, and logistics
- Real-time, contextual responses using Salesforce Flows and CRM data
- Automatic escalation to the right human queue when inquiries exceed automation scope
- Full conversation continuity across web and mobile
- Automation of high-volume, routine questions, freeing service teams to focus on nuanced, high-value cases
- Agent available across web, mobile web, and native iOS and Android apps
The Results
The new engagement model delivered instant, accurate support at massive scale, boosting fan satisfaction, reducing service load, and setting a new benchmark for AI-powered event experiences. The organization now has a digital assistant that is fast, responsive, and highly effective at handling ticketing and event-related questions.
Why Palladin
Palladin combined speed, flexibility, and deep Agentforce expertise to deliver immediate value within a tight timeline and budget.
- Faster, more affordable, and more flexible than competing vendors
- Customer-friendly commercial terms and rapid time-to-value
- Pre-built Agentforce IP that accelerated delivery within a tight budget
- Seamless partnership with Salesforce on vision, roadmap, and expansion