FROM APPS TO ASSISTANTS: How personalised AI could reimagine the venue experience

George Vaughan, The Digital Line

For more than two decades, our relationship with the digital world has been shaped by three dominant interfaces: browsers, websites and apps. They have defined how we search for information, buy products, access services and interact with organisations. They have created new ways to transact and new opportunities for engagement across global platforms. But the next layer may now be emerging.

Recent studies suggest that more than a third of consumers now begin information searches with AI tools rather than traditional search engines, indicating that conversational systems may already be reshaping how people access digital services. Many of you reading this article will have used tools such as ChatGPT to answer a question, sharpen an email or check what is showing at the local cinema. It might not be because you necessarily love artificial intelligence, but because you want something simpler that offers less friction, more relevance and faster access to the things you need.

This shift does not signal the end of apps or browsers but it could mark the beginning of a new interaction layer – one that sits above them. And crucially, that layer is likely to become a lot more personal. For industries built around live experiences like ticketing, arenas, stadiums and even cities, this change could reshape how audiences engage with services long before they arrive at the turnstile.

Read the full article from ISSUE 46 below: