Generative AI Customer Example: Louco SmartTix – SmartTix Chatbot & Recommender System

1. Business Problem

Louco is a digital event platform offering access to a wide range of experiences, including concerts, sports, theatre, and expos. Despite this rich catalog, Louco faced poor ticket conversion rates, high bounce rates, and low customer satisfaction. Users often struggled to find events that matched their interests, as the platform provided static listings sorted by popularity or date rather than personalized recommendations. The lack of contextual engagement and real-time personalization led to underutilized event inventory and lost revenue opportunities.

2. Project Objective

To enhance the event discovery process and increase engagement, Louco aimed to build an AI-powered platform—SmartTix—that delivers personalized event recommendations and allows users to interact via a conversational chatbot. The objective was to increase conversions and engagement by recommending relevant events based on user behavior and preferences, and to provide users with the ability to query, discover, and book events through a conversational AI interface. This involved combining real-time behavioral analytics with Generative AI-driven conversational intelligence.

3. Business Problem and Traditional Approach

Traditionally, Louco presented event listings in a one-size-fits-all format, which led to several challenges. First, the absence of personalization resulted in generic experiences for users, which impacted ticket sales and retention. Second, users had no intuitive way to explore events or ask questions, relying entirely on manual browsing and static filtering options. Third, the platform had no structured mechanism to collect and act on behavioral insights such as clickstream data, skipped events, or search abandonment. Lastly, customer engagement channels lacked automation or conversational capability, requiring users to navigate a complex interface to find relevant events.

4. Generative AI Solution on AWS

The SmartTix platform was re-architected using AWS AI/ML and Generative AI services to power both recommendations and chatbot interactions.

A. User Interaction & Data Collection

• Mixpanel: Tracks user actions (clicks, views, searches, purchases).
  
• AWS Lambda: Transforms and streams relevant behavioral data.
  
• Amazon RDS (MySQL): Stores historical and real-time user event interaction data.
  
• Amazon S3: Used for batch training datasets, snapshots, and backups.
  

B. AI Recommendation Engine

• AWS Personalize:
  
  • Ingests behavioral data and generates personalized event recommendations.
    
  • Continuously retrains models to reflect latest user patterns.
    
• Lambda + API Gateway:
  
  • Frontend apps (web/mobile) query recommendations in real time via RESTful APIs.
    
  • API Gateway securely delivers results with low latency.
    

C. SmartTix Generative AI Chatbot

To take user engagement a step further, Louco implemented a Lex-based chatbot enhanced with Amazon Bedrock, enabling conversational, intelligent exploration of events.

Use Case Highlights:

• Users ask questions like:
  
  • “Can you recommend some concerts for this weekend?”
    
  • “Tell me more about the DJ Snake event.”
    
  • “Are there any family-friendly shows tonight?”
    
• The chatbot understands intent and context using Amazon Lex, triggering:
  
  • AWS Lambda to fetch personalized results from AWS Personalize.
    
  • Amazon Bedrock (Claude/Titan) to generate human-like, empathetic responses with detailed event information, artist bios, or curated lists.
    

Capabilities:

• Personalized event recommendations through chat.
  
• Multi-turn conversations (e.g., refining by location, time, category).
  
• Event details explained conversationally.
  
• Optional ticket booking links and reminders.

Louco re-architected its digital experience by building the SmartTix Chatbot & Recommender System on AWS using a combination of behavioral analytics, personalized ML recommendations, and Generative AI chatbot experiences. The solution captures real-time user interactions via Mixpanel, which collects data such as event views, purchases, search terms, and skips. This data is extracted using AWS Lambda and stored in Amazon RDS, while periodic backups are maintained in Amazon S3.

Using this behavioral data, AWS Personalize trains machine learning models that output a dynamic, ranked list of recommended events for each user. These recommendations are delivered in real time via a combination of Amazon API Gateway and AWS Lambda functions, which are queried by the frontend mobile and web applications.

To elevate the user experience, Louco also integrated Amazon Lex and Amazon Bedrock into the platform. Users can now interact with a SmartTix chatbot that understands natural language and provides personalized event suggestions through Amazon Lex. When a user asks, “What concerts are happening near me this weekend?” Lex identifies the intent and invokes AWS Lambda to fetch recommendations from AWS Personalize. To enrich the conversational flow, Amazon Bedrock (using models such as Claude or Titan) generates dynamic, human-like responses that can describe event details, suggest nearby venues, and explain artist backgrounds or seating options. The chatbot supports multi-turn conversations, enabling users to filter results by category, date, location, or price range, and even initiate ticket booking from within the chat interface.

5. Business-Led Transformation Using Generative AI

By combining real-time recommendations and conversational AI, SmartTix transformed Louco’s digital user experience. The platform now delivers hyper-personalized event discovery tailored to each user’s preferences and behavior. With Lex and Bedrock integration, users can explore events through intuitive, natural language conversations, making the process faster, simpler, and more engaging. The chatbot acts as a digital concierge, improving the discoverability of both mainstream and niche events. As user interaction increases, the system continues to adapt and refine recommendations, driving greater engagement and event exposure while reducing the friction traditionally involved in ticket discovery and purchase.

6. Deployment and Production Readiness on AWS

• Deployment Environment: Entirely serverless on AWS Cloud.
  
• Frontend Integration: SmartTix chatbot embedded in Louco’s web and mobile apps.
  
• Security: IAM role separation, encrypted RDS/S3 storage, API Gateway auth, Lex conversation privacy.
  
• Scalability: Lex concurrency support, Lambda auto-scaling, low-latency Personalize endpoints.
  
• Production Status: Fully deployed, integrated with Mixpanel, CRM, and event databases.

The SmartTix platform is fully deployed on the AWS Cloud using a serverless and scalable architecture. All backend logic is implemented via AWS Lambda, while API Gateway manages secure REST endpoints for both the recommendation engine and chatbot. User behavior data is securely stored in Amazon RDS with daily backups to S3. The SmartTix chatbot is integrated into Louco’s existing mobile and web applications and powered by Amazon Lex, with Bedrock providing response augmentation. IAM roles, API throttling, encryption at rest and in transit, and Amazon Cognito for user auth ensure security and compliance. The platform is designed to scale with demand using Lex concurrency support and automatic Lambda scaling.

7. Quantitative Business Impact Metrics

8. Conclusion

Louco’s SmartTix platform demonstrates how the integration of behavioral analytics, AI-based personalization, and conversational Generative AI can dramatically improve user engagement and revenue generation in the entertainment industry. Powered by AWS services including Personalize, Lex, and Bedrock, SmartTix offers a seamless, intuitive, and intelligent way for users to explore events that matter to them—through dynamic recommendations and natural conversations. This innovative solution positions Louco as a leader in customer-centric digital entertainment experiences, leveraging the full capabilities of Generative AI on AWS.