Every event producer knows this moment. Doors open in twenty minutes, the line is out the door, and a parent at the front is scrolling through their inbox, sure they never got their tickets.
Starting today, Primo's AI support agent can fix that on the spot. It's available 24/7 on primoticketing.com and by text. When someone can't find their tickets, it does more than tell them where to look. It confirms who they are, finds their order and sends the tickets again, all in the same conversation and at any hour.
Why AI agents are changing support
Support teams that use AI are measurably better at their jobs. In a landmark real-world study, economists from Stanford and MIT followed 5,179 customer support agents. An AI assistant raised the number of issues each agent resolved per hour by 14% on average, and by 34% for newer, less experienced agents. Customer sentiment in those conversations improved, and the agents were more likely to stay in their jobs.1
Customers have noticed. In Zendesk's 2026 CX Trends research, 74% of consumers said they now expect 24/7 service. 85% of customer experience leaders said customers will leave a brand that can't solve their problem on the first contact.2 Gartner predicts that by 2029, agentic AI will resolve 80% of common customer service issues without human help, cutting operating costs by 30%.3
The teammate that's always on
Your support team is human. They need sleep, weekends and the occasional sick day, and they deserve them. An AI agent doesn't take breaks. It doesn't call in sick. It never complains about the four-hundredth "Where are my tickets?" message of the weekend. And it's inexpensive to run.
That changes what great service costs. You no longer have to choose between staffing up for every event weekend and letting messages pile up overnight. People get help right away at any hour, and your team spends its time on the conversations that need a person.
Agents of action, not just information
There's a catch. An agent that only knows things isn't enough. Many chatbots are little more than FAQ pages. They can tell customers where tickets are usually sent, but if the customer still can't find them, the bot hands over a ticket number and a wait. The customer still has the problem.
The real value comes when an AI agent can act inside your systems. Gartner puts it this way: agentic AI "will proactively resolve service requests on behalf of customers," instead of only serving up information.3 Intercom's 2026 Customer Service Transformation Report shows the same thing in practice. 87% of support teams that have fully built AI into how they work report better results, compared with 62% of teams overall.4
What it looks like at Primo
Missing tickets are one of the most common reasons people contact us, and it almost always happens at the worst possible time. Here's what our agent now does on its own:
- Points them to the right inbox. Tickets come from reply@notify.primoticketing.com, so the agent explains exactly where to search, including spam, junk and promotions.
- Confirms the checkout email. Tickets are only ever resent to the email on the order.
- Verifies it's really them with a one-time code sent to that email.
- Finds the order and resends the tickets through Primo's system, then tells the customer exactly what to look for.
If no order turns up under that email, the agent reminds the customer that Apple Pay and Google Pay purchases go to the email on the wallet account. If something needs a person, like a refund or a disputed charge, the agent collects the details and hands it to our team so nobody has to repeat themselves.
Ticket resends work in website chat today. Text support is coming soon.
Speed is what people remember. After a recent refund, one ticket holder wrote back:
"Thank you, appreciate you getting back to me so quickly. Great customer service."
— Primo ticket holder
That's the standard we hold ourselves to, whether it's 7 a.m. on a Saturday or 11 p.m. on a Tuesday.
What it means for event producers
- Shorter door lines. Fewer attendees stuck at the gate searching for tickets.
- A quieter event morning. Fewer frantic messages to you and your staff.
- A better first impression. Attendees get help in minutes instead of waiting until Monday.
- Nothing to set up, nothing extra to pay. It's already working for everyone who buys tickets to your events.
AI won't replace the people who make your events great. It gives them back their time. Questions? Reach out to the Primo team. We'd love to show you what's next.