Masterclassing Connect

One World Observatory rolls out contactless customer service experience

David Murphy

One World Observatory, the observation experience atop One World Trade Center in New York City, has become the first venue to deploy Broadway.ai's artificial intelligence platform for online concierge services, via an integration with Ingresso, to deliver a contactless customer service experience for the venue.

The live AI integration will deliver contactless ticket purchasing capabilities, as well as on-demand answers to a range of questions and venue-specific details such as One World Observatory’s hours of operation and dining options, as well as nearby parking options, via a simple chat window.

“We are thrilled to launch Broadw.ai and Ingresso’s dynamic product to create highly customized solutions for our guests,” said Ray Bianco, Vice President of Marketing for Legends Global Attractions, an outsourced venue management partner for One World Observatory. “Our goal is to provide the most enriching experience for our visitors, and this platform is helping us to achieve that by not only facilitating the connection but allowing us the opportunity to truly engage them with our content.”