# How is Vivid Seats using AI agents for customer support?

> Vivid Seats uses a Sierra AI agent for fan support. Sierra reports containment up 40% and customer satisfaction up 35% since launch.

- **Evidence grade:** B — Named organization with a quantified outcome, from the vendor or the organization's own announcement.
- **Organization:** Vivid Seats (online ticket marketplace)
- **Industry:** Consumer Products & Retail — Ticket marketplace
- **Roles:** Customer Support
- **Tools:** Sierra AI agent (Sierra)
- **Status:** production · **Agent pattern:** autonomous-agent · **Autonomy:** 3/4
- **Last verified:** 2026-10-17

## Reported outcomes
- containment: increased by 40% [1] (self-reported)
- customer satisfaction: risen by 35% [1] (self-reported)

## How it works
1. AI agent handles ticket and order questions.
2. Hands off to human agents when needed.

## Risks & compliance
- Wrong or hallucinated answers to customers; needs guardrails and handoff
- Vendor-published results; not independently audited

## Sources
1. Sierra, "How Vivid Seats is elevating customer experience for millions of fans with AI" (undated; accessed 2026-10-17) <https://sierra.ai/customers/vivid-seats>
   > "Since launch, containment has increased by 40% and customer satisfaction has risen by 35%."

Canonical: https://agentcasefile.com/cases/vivid-seats-sierra-customer-experience/ · License: CC BY 4.0 (summary) · Source: Agent Casefile