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Bakken
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Just north of Copenhagen, in Dyrehaven, lies Bakken, the world’s oldest amusement park. Each year, nearly 2 million guests visit the park to enjoy tradition, rides, music, food stalls, and summer atmosphere.
With so many visitors comes a lot of questions. That’s why Bakken chose to use Karla, a digital guest service that gives visitors fast answers while also reducing the load on customer service.
Karla’s chatbot was introduced on our website primarily to reduce customer service via phone and email by answering the most basic questions. Its performance quickly exceeded our expectations
Steen Olsen, Marketing Manager
Clear results from the start
When Karla went live on Bakken’s website, it quickly became clear that guests adopted the solution as a natural part of planning their visit.
The chat makes it easy to get answers to the classic questions about opening hours, tickets, and seasonal activities, without waiting.
This creates a smoother guest experience and frees up customer service time for inquiries where human support is needed.
- Rapid adoption from day one
- Scales throughout the season
- Reduces the load on customer service
“With nearly 700 unique conversations in the first weekend, and more than 25,000 conversations across the summer season, Karla’s chatbot has not only saved us many hours in customer service, it has also given us invaluable new data on guest inquiries and knowledge gaps on our website.”
Steen Olsen, Marketing Manager
On Bakken’s website, guests can now get answers around the clock to the most common questions, for example:
- When does Bakken open?
- How do I buy tickets?
- Which rides can we try?
- What events are happening during the season?
This means guests can plan their visit quickly and easily, and spend more time looking forward to the experience.
It can be frustrating as a guest to be unsure about opening hours, especially when planning a trip with family or friends. That’s why, on Bakken’s website, you can ask directly in the chat, for example: “What are the opening hours in week 42?” and get the correct answer immediately.
This removes uncertainty and time-consuming searching, so guests can confidently plan their visit with the right information close at hand.
