Experience Agent 1.0: One agent for every participant

At LDT Live, we unveiled Experience Agent 1.0, our first agent built for participants. Chris Saunders from the Experience team took the stage to show what it can do and how it works in practice.

For those who missed it, here's a walkthrough:

Purpose-built for endurance sports

We've heard from many of our partners that participant support, particularly in the weeks around race day, can be a real challenge. Thousands of questions arrive, sometimes in different languages and across time zones, and every one of them needs a considered response. Even a well-staffed support team can find itself spending most of race week on the same handful of queries, year after year.

This is where the Experience Agent steps in. Simply give it your branding, point it at your event website, and it's ready to go live, available around the clock, responding in whatever language a participant writes in. There's no separate knowledge base to set up or maintain. When your site changes, the agent keeps pace automatically.

In practice, that means questions your team would normally field every year get handled without them lifting a finger. It means a participant dealing with an injury days before race day gets a response that sounds human, not like a policy document. And it means your dashboard gives you a clear view of what people are actually asking about and where gaps in your content exist. Accuracy matters here, so we've focused on giving you clear visibility into what the agent can answer confidently and where it needs more information to do so.

The hours your team used to spend on repeat queries through race week are freed up for the conversations that actually need them. If the agent doesn't know an answer, it won't guess - it hands straight off to your team, so you stay in control of anything that calls for a personal touch.

In early deployments, the Experience Agent is resolving 85% of conversations without human support, with a 93% participant satisfaction score. Reccently, one participant rang the Run 4 Wales team, who are using the agent, not to raise a complaint but to say how much they'd enjoyed talking it.

Shaped by our event organizers

A big thank you to the organisers who gave early feedback and helped shape Experience Agent into what it is today. We can't wait to get these capabilities into your hands.

"The Experience Agent is working really well — we're so pleased with it. We even had a call to the office to say it was the best AI agent they'd dealt with."

- Lee Treadwell, Head of Marketing & Communications, R4W

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