Technology In Action

American Hospital Association (AHA) leverages AI to amplify attendee experience at ASHE PDC Summit 2023.



The American Hospital Association has been hosting annual summits and exhibitions since 1898. However, the pandemic forced them to cancel or go virtual only for their events for a couple of years. Needless to say, they were excited to get back to face-to-face events
and The Expo Group was ready to help them.

Meet Annie the AHA Event Bot.

With a hungry attendee base of hospital and health care system professionals eager to return, the Association’s Director of Strategic Events and Travel, Kevin Brown, knew his AHA team would be stretched thin to answer those thousands of questions about their upcoming
International Summit & Exhibition on Health Facility Planning, Design & Construction (ASHE PDC Summit) in Phoenix.


As their General Contractor and longtime partner, The Expo Group provided a unique solution that would not only help free up AHA staff to focus on more pressing matters but also boost attendee satisfaction, provide insights, and drive engagement before, during and after the 3-day event.

Working with 42 Chat, the leading provider of artificial intelligence-based natural language bots, The Expo Group created Annie, an AI-driven support chatbot, to help provide event details 24/7 using “low-friction” communication via text and online. Attendees and exhibitors of the event could quickly text Annie practically any question about the show and they would receive an immediate answer.

“Annie was a huge hit with our attendees and our staff at ASHE PDC Summit
and I’m excited to get her working on our other events this year.”
Kevin Brown, Director, Strategic Events & Travel, American Hospital Association



The statistics for this first-time bot were nothing short of spectacular. Reaching nearly 2500 attendees and providing more than 380 hours of real-time support, Annie was asked nearly 3,000 questions and sent & received more than 20,000 messages. All with a 96% correct response rate! (Typical first-time bot correct response rate is 92%)

◦ 84 hours of real-time support
◦ Over 2,900 questions asked and answered
◦ More than 20,000 messages sent


They were all answered easily by Annie using thoughtful, natural language while constantly learning and handling hundreds of concurrent interactions.

After the success of Annie at ASHE PDC, she’s already gearing up to answer more questions, help more attendees, and save AHA staff even more time at 6 additional events throughout the country. All with a smile on her face and quick answer at the ready – no matter what the


It’s important to use the right technology to solve some of the toughest challenges in today’s hectic event landscape. The Expo Group was up for the challenge to deliver a unique and personalized approach to help make this summit an experience to remember for all who attended.


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