70% automated. 1,409 off-season interactions.

The Winnipeg Blue Bombers automated 70% of fan chatbot inquiries with Lyro AI and Flows, freeing their Fan Services team from repetitive game-day questions and giving them more time for the conversations that sell tickets and build fan relationships.

At a glance: Winnipeg Blue Bombers

The Winnipeg Blue Bombers are a professional Canadian Football League (CFL) franchise based in Winnipeg, Manitoba, playing their home games at Princess Auto Stadium. One of the most storied clubs in Canadian football, the Blue Bombers operate year-round—running season ticket programs, membership plans, and game-day operations for a fanbase that engages well beyond the regular season. Their Ticketing & Fan Services team handles everything from membership renewals to parking questions.

Challenge: Repetitive Questions Were Drowning the Team

Before Tidio, the Blue Bombers had used several chatbot platforms, but each one required a rep to respond to every inquiry manually. There was no real automation. The team faced a consistent set of challenges:

• High Volume of Repetitive Questions: Most incoming chats involved simple, predictable game-day questions (parking, drink prices, gate entry, and similar topics) yet each still required manual attention from a rep.

• Opportunity Cost: Reps tied up on basic FAQs had less time for fans asking about season tickets, renewals, or memberships—the interactions that needed their full attention.

• No Social Media Coverage: Instagram and Facebook DMs were not part of the support workflow at all, so fans reaching out through those channels received no response.

The Blue Bombers needed a way to handle routine fan questions automatically, so their team could focus on what fans actually needed most.

“One of the biggest challenges we identified was the high volume of repetitive game-day questions – things like parking locations, drink prices, and stadium details. While supporting fans is always a priority, these inquiries created an opportunity to streamline communication and free up our team to focus more on delivering an even better ticket-buying and fan experience.”

— Cody Mitchell, Email Marketing & CRM Manager at Winnipeg Blue Bombers

Solution: Lyro AI and Flows, Layered on Top of the Existing Team

The Blue Bombers selected Tidio for two reasons: ease of use and the combination of Lyro AI and Flows. The platform needed to be simple enough for every rep to use without extra training, and capable of handling common questions without any human involvement. The rollout followed a deliberate sequence:

• Lyro AI for Automated Fan Support: Lyro went live first, with the team building out its knowledge base over the first few weeks to cover the most common fan questions. Once performing reliably, Lyro handled routine inquiries automatically and routed anything it couldn’t answer to the right rep.

• Flows for High-Intent Fan Journeys: Once Lyro was stable, the team built automated Flows for three specific fan journeys: new season-ticket inquiries and renewals, as well as Bomber For Life membership sign-ups.

• Social Media Channels Brought In: Instagram and Facebook DMs were connected to Tidio, giving the team a managed channel for social inquiries for the first time. Website chats route to the Ticketing & Fan Services team with an email alert; social DMs route to the Social Media department—each conversation landing with the right team automatically.

“Tidio’s Flows feature and Lyro AI both stood out to us. We are able to automate common customer journeys, respond to repetitive questions, or route the fan over to one of our Fan Services team members. Lyro does a phenomenal job in assisting our fans, and an even better job at knowing when it has the correct answer versus when it does not.”

— Cody Mitchell, Email Marketing & CRM Manager at Winnipeg Blue Bombers

Results: From Repetitive FAQs to High-Value Fan Interactions

Tidio now handles 70% of all chatbot inquiries without any human intervention. The 30% that does reach reps is almost entirely high-priority: fans ready to buy tickets, ask complex questions, or join membership programs.

• 70% Automation Rate: Lyro AI and Flows resolve 70% of all fan chatbot inquiries without any human involvement

• 30% of Chats Reach a Rep: And those are almost entirely high-priority, like ticket purchases and memberships, edge cases that require human decisions

• 1,409 Off-Season Interactions in 30 Days: Fans kept engaging with the Blue Bombers between seasons, giving the team a way to stay in touch with fans even when there are no games on the schedule

• Three Active Flows: Automated paths for new season ticket inquiries, renewals, and Bomber For Life memberships—the three journeys where the Fan Services team drives the most value

“Now, our team can spend more time making outbound calls for those who have expressed interest, welcoming our fans who are new season ticket members, answering sales-related questions, and so much more.”

— Cody Mitchell, Email Marketing & CRM Manager at Winnipeg Blue Bombers

In a 30-day window during the off-season, the BlueY Bombers generated 1,409 fan interactions through Tidio. For Cody, being able to reach each fan was the result he was most proud of.

“Personally, I’m proud that we’ve been able to generate 1,409 interactions over the last 30 days in the middle of our off-season. Every fan who reached out received the information they were looking for, which helped us strengthen that sense of care and connection with our fanbase during a time of the year when football typically isn’t top of mind.”

— Cody Mitchell, Email Marketing & CRM Manager at Winnipeg Blue Bombers

What’s Next

When single-game tickets go on sale, the Blue Bombers plan to expand their Flows to support more in-season fan interactions, including single-game ticket purchases, parking passes, common game-day questions, and other touchpoints designed to make the fan experience smoother and more connected from kickoff to final whistle.

“Tidio has had a massive impact on the quality of engagement our team can create with fans. By reducing repetitive Q&As in our daily workflow, our staff can spend more time having meaningful conversations through outbound calls and helping fans with more detailed or personalized questions. Lyro’s ability to understand fan inquiries and either provide the right answer instantly or seamlessly connect them with a Fan Services Representative has helped us create stronger, more responsive connections with our fanbase.”

— Cody Mitchell, Email Marketing & CRM Manager at Winnipeg Blue Bombers