As sports events and large-scale activities continue to grow in size and complexity, service responsiveness and information consistency have become critical challenges for the event industry. To address the increasing volume of customer inquiries and service demands, Chuantung Sporting Goods Co., Ltd. implemented an AI-powered marketing and customer service system, with Shanda Information providing system planning and implementation services to enhance overall operational efficiency and service quality.
Chuantung Sporting Goods has long been dedicated to promoting sports participation, with services spanning marathon and road race planning and execution, event marketing, visual and multimedia production, chip timing services, as well as equipment rental and venue setup. As event scale and service scope expanded, the demand for real-time interaction regarding registration, event information, race procedures, and post-event services increased significantly, placing growing pressure on traditional, labor-intensive operating models.
In this collaboration, Shanda Information assisted Chuantung in designing and deploying an intelligent marketing and customer service platform centered on generative AI. Through AI-driven conversational mechanisms and chatbots, the system delivers round-the-clock information responses and message management. It also integrates human–AI collaboration, AI assistant management, and knowledge content management, enabling automated handling of frequently asked questions, event announcements, and marketing messages—reducing repetitive workloads while ensuring consistent responses.
Throughout the implementation process, the project team focused on aligning the system with real-world operational workflows. Existing customer service experience and event information were structured and incorporated as the foundation for AI learning and responses, allowing the system to operate flexibly across different event scenarios. Since going live, the platform has supported customer service and information delivery for multiple events and now serves as a foundation for ongoing digital service optimization.
With the introduction of this AI-powered customer service system, Chuantung Sporting Goods has established a more stable and scalable support model within a high-interaction, event-intensive operating environment, while also creating greater flexibility for the continued evolution of marketing strategies and customer communication.
