FFAIR Bucks the AI Trend with Embeddable Live Chat for Exhibitor Management

FFAIR has launched a new embeddable AI live chat capability, a feature that challenges the convention of building proprietary AI agents within event technology platforms.

Rather than developing its own standalone AI agent, a solution that can quickly become outdated and create data silos, FFAIR has taken a deliberately different approach.

The new feature enables event organisers to embed their preferred AI tool directly into the FFAIR exhibitor management platform, integrating seamlessly with existing CRM and customer experience (CX) systems such as HubSpot, Zoho Desk, Salesforce, Pipedrive, LiveChat and more.

FFAIR’s embeddable AI live chat transforms the exhibitor journey on three fronts: improving exhibitor experience, reducing the number of email queries and the event organiser’s ability to capture and act on insight.

The development idea was a collaboration between a customer and FFAIR. A Head of Operations at a leading UK event organiser was the first to identify a need to understand exhibitor challenges earlier in the event cycle, enabling their team to become more proactive rather than reactive.

To do this efficiently, they wanted to use their own in-house AI solution that configured not only their event tech stack, but also with the wider business technology platforms and solutions. Many organisers have already invested significant time in training AI agents. This insight, alongside in-depth customer research of 300+ event teams, drove FFAIR’s decision to flip the script and build a feature centred not on FFAIR’s own AI, but on the AI tools its clients are already using.

FFAIR’s embeddable AI live chat transforms the exhibitor journey on three fronts: improving exhibitor experience, reducing the number of email queries and the event organiser’s ability to capture and act on insight.

For exhibitors, the integration delivers something that a platform-native AI agent cannot: truly holistic answers. Rather than being limited to information already held within the online exhibitor manual, the AI can draw on the entirety of an organiser’s event knowledge ecosystem, from agenda details, event website and FAQs.

Any information an organiser chooses to include can be made available to exhibitors and sponsors through a single, intuitive interface, reducing friction for the exhibitor and improving the pre-event experience from first login to show open.

For event teams, the strategic benefit is equally significant. By enabling organisers to use their own AI across the entirety of their business operations, spanning the CX, event ops and marketing functions, the exhibitor journey from first enquiry to post-show can be captured within a single AI environment.

This eliminates the complexity and data fragmentation that arises when separate AI agents operate across different platforms.

For Heads of Operations and senior leaders managing multiple event portfolios, reporting on the exhibitor journey becomes considerably simpler. Rather than consolidating data from multiple AI sources post-show, insights are available in real time, allowing teams to identify and resolve exhibitor challenges before they escalate and create benchmarking against other events within their business.

FFAIR clients already report a 97% exhibitor task completion rate; this new capability is designed to help organisers understand the ‘why’ behind that engagement and further strengthen retention of exhibitors and sponsors year-on-year.

Adam Jones, CEO of FFAIR, explains why FFAIR took this unique approach:

“For many event organisers, AI is a tool that allows them to respond quickly to exhibitor enquiries. A separate AI agent within FFAIR would mean fragmented data, fragmented reporting and a fragmented view of the customer, and that runs counter to everything we believe in. Our mission is to make exhibiting easier, and that means removing friction from the entire exhibitor and sponsorship journey, not adding complexity behind the scenes.”

Event organisers can configure their preferred AI agent tool from platforms such as HubSpot or similar CX solutions and embed it directly within the FFAIR exhibitor management platform.

The integration is straightforward to set up, ensuring that even teams without dedicated technical resources can deploy the feature quickly. Once live, the AI serves as the single point of contact for exhibitor and sponsor queries, drawing on information provided by the organiser to deliver accurate, contextual answers, while simultaneously feeding interaction data back into the organiser’s existing CX infrastructure.

The result is a more connected, more intelligent view of the exhibitor journey and a more empowered event team.

Book a demo to find out more. Already a FFAIR customer? Contact support@ffair.io.