The Florida Renaissance Festival has been delighting guests for over 30 years, transforming Deerfield Beach, FL, into a vibrant celebration of 16th-century Europe. With jousting tournaments, costumed performers, artisan markets, live music, and international cuisine spread across multiple themed weekends, the event draws more than 300,000 visitors each season.

But with massive attendance comes massive demand—thousands of guests call each year with questions about tickets, parking, schedules, weather updates, and event policies. Meeting this demand with traditional staffing was costly, time-consuming, and often left guests waiting for answers. That’s where GALE, the AI Voice Assistant, stepped in.

“GALE allowed us to serve every guest, every time, without missing a beat.”

— Event Operations Manager, Florida Renaissance Festival

A Challenge Worthy of a Festival

Every season, the festival’s call lines would be overwhelmed. Staff worked tirelessly to answer common questions, but peak times meant long wait times, unanswered calls, and frustrated guests. Many queries—like “What time is the joust?” or “Where should I park?”—were repetitive, eating up valuable time that could be spent solving more complex issues.

The team needed a scalable, always-on solution that could deliver fast, accurate answers without sacrificing the festival’s unique personality.

GALE Brings the Festival to Life—Even Over the Phone

The festival partnered with an AI engagement platform to create a multi-channel, AI-powered support layer that worked across voice and chat. While the festival runs for only three months each year, GALE and the chatbot remain active year-round—answering questions, helping with off-season ticket purchases, and keeping guests engaged between seasons.

AI Voice Assistant (GALE)

• Fully customizable to speak in a medieval tone, matching the festival’s theme.

• Trained on FAQs, event policies, and key guest information.

• Handles unlimited calls 24/7, with live-agent handoff when needed.

• Ensures no guest question goes unanswered, even at peak times.

Website Virtual Assistant

• AI chatbot embedded on the festival website, delivering the same accurate answers as GALE.

• Matches the medieval theme for branding while maintaining a standard tone for accessibility.

• Scales instantly during traffic spikes and supports self-service for guests.

The Results: A Seamless Guest Journey

By unifying AI voice and chat, the Florida Renaissance Festival transformed its guest support into an always-on, fully scalable service that matched the charm and energy of the live event.

• 300,000+ guests supported over the 3-month season

• 2,690 calls & 7,600 chats managed without disruption

• 100% call answer rate, with ~66% automated by AI

• 66% reduction in repetitive phone inquiries

• Ongoing year-round coverage without additional seasonal staffing costs
  
  

The Bottom Line

The Florida Renaissance Festival now delivers faster answers, lower costs, and a magical guest experience—long before guests arrive at the gates and all the way to the final bow of the last joust. By bringing GALE into the fold, the festival ensures that every visitor enjoys consistent, meaningful interactions across every channel. From a late-night call to a quick message at dawn, GALE makes sure guests receive the right information, a seamless brand experience, and leave with a smile.