Case Study

Knoebels × Satisfi Labs

Summary

Knoebels, America’s largest free-admission amusement park, brought Satisfi Labs’ chat to life as an extension of its famously guest-first culture. The goal is to make planning effortless (even after hours), surface the answers people ask for most, and highlight timely offers without the hard sell. By adjusting the chat to highlight seasonal themes and experiences from Valentine's deals to Halloween and Christmas specials, families and friends quickly discover the experiences that matter most to them.

Challenge

The Knoebels team needed a simple, always-on way to help all types of visitors: the “call me” crowd, the “email me” crowd, and the “I need an instant answer at 10 pm” crowd. As a seasonal park with changing priorities, repetitive questions were piling up for the call center and inbox, especially around campground reservations. The team wanted an easy path for guests to discover what’s new and what’s next without hunting around the site.

‍“We know the self-service function needs to be there for both the next generation of park visitors, and those long-time visitors who might just need a quick answer. We wanted to make sure answers are available for guests no matter what time of day.”

Solution

Knoebels rolled out Satisfi Labs’ AI agent, focusing on exceptional guest experience as its key objective, on its website to guide visitors with clear answers and gentle prompts that match the season, from highlighting seasonal events like their holiday lights drive-thru, ‘Joy Through the Grove,’ to assisting guests in securing reservations during off-hours. The team relies on their Satisfi Labs dashboard to track hot topics (such as their famous Crystal Pool during a heat wave) and uses live-agent escalation during business hours, so guests who want a human can get one quickly. The approach complements the call center, reduces back-and-forth emails, and makes it easier for guests to discover even more about the fun stuff—ride passes, events, entertainment—right when they’re planning.

“We went into this with the goal of providing information, but also making our guests aware of promotions and sales that might be helpful for them. We really have found this to be useful as a seasonal business as well as updating the theme and the topics based on what’s relevant to a particular time of year.”

Stacy Yutko

Public Relations & Guest Experience Director

Results

Guests now get answers instantly, on their own schedule, and the team sees the impact in fewer repetitive emails and clearer demand signals. With 98% of the chat questions being handled directly by the AI Agent, campsite questions that once flooded guest relations are now handled almost entirely. Plus, their camping topics boast a 31% click-through-rate to their site for reservations or further information. At the same time, seasonal welcome messages raise awareness of what’s coming next, with nearly 59% of all questions being handled outside of traditional business hours. Internally, the team tracks clicks to ride passes and tickets, plus engagement with events and entertainment, giving Knoebels a straightforward read on what’s working.

98%

Of chat questions handled directly by AI Agent

31%

Click-through-rate to website for reservations or further information

59%

Of all questions handled outside of traditional business hours

“We loved to see that number of inquiries regarding how to book a campsite go down exponentially… and look at the numbers on our dashboard and see that that was the number one question that our guests were asking when they opened up the chatbot.”

Stacy Yutko

Public Relations & Guest Experience Director

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