By Johanna Neuron
AI Chatbot for Sports Clubs: How FCBB Relieves Its Fan Support
An AI chatbot for sports clubs answers the questions fans ask again and again: When is the next home game, where can I get tickets, when does the new jersey arrive. FCBB uses a chat assistant from aiworx that answers within seconds, around the clock. Fan support is relieved, and the club learns from every request what its fans care about.
The starting point: many fans, the same questions
FCBB combines top-level sport with an engaged, growing fan community. As the number of fans grew, so did the number of requests. Most of them were about three topics:
- Tickets: availability, prices, season tickets, discounts
- Game days: tip-off, travel, entry, rules in the arena
- Merchandise: sizes, delivery times, orders from the fan shop
Around game days in particular, many questions arrived at once. Customer service reached its limits, and fans had to wait even though the answers were usually already known.
The solution: a chatbot with the club's voice
We built a fully integrated chat assistant for FCBB. It appears as "Ai Jordan", speaks the fans' language and knows the schedule, ticket offers and fan shop.
- Real-time support: Questions about tickets, game days and merchandise are answered in seconds, even at night and on game day itself.
- Direct paths: Instead of just answering, it links to the right ticket or product.
- Personalised content: The assistant recognises interests and patterns and suggests matching offers and content.
- Insights for the whole club: All fan conversations are analysed. Ticketing, marketing and game-day operations see which questions and wishes are currently common.
The result
- Fast answers instead of queues: Fans get an immediate answer, especially when things are busiest.
- A relieved team: Recurring questions no longer land in the inbox. The team has time for requests that need personal attention.
- Better understanding of fans: Conversations reveal how to improve the experience, both digitally and in the arena.
What clubs can take away
A chatbot pays off for any club where fan requests repeat and spike around game days. Three things are decisive:
- Current data: Schedule, ticket availability and shop information must be connected, otherwise the bot goes stale quickly.
- A voice of its own: Fans want to talk to their club, not to a neutral support bot. Name, tone and emojis make a noticeable difference.
- Use the insights: Fans' questions show where information is missing, for example on travel or entry.
Frequently asked questions
Which questions can a chatbot handle for a club? Mainly tickets, fixtures, travel, entry, arena rules and the fan shop. These are usually the most frequent requests.
Does this work for smaller clubs too? Yes. Especially when support is run by volunteers or on the side, a chatbot saves a lot of time.
Where does the chatbot run? On the website, in the club app and, if wanted, on WhatsApp, Instagram or the phone.
Does the bot give wrong answers? It only answers from approved information. Anything it is not sure about goes to the team.
Next steps
Projects like this one led to our product pingo, AI customer service for chat, phone, email and social media. For a similar project in e-commerce, read AI Shopify chatbot: how prepmymeal automates 75% of support tickets.
If you want to see what a chatbot for your club could look like, book a free intro call.
