How London's The Flash Pack scaled support for 4,000+ daily visitors with AI agents on WhatsApp

The Flash Pack is a London-based technical production studio behind some of the most recognisable brand activations, from the Oscars Photo Booth to MrBeast's Beast Land, Netflix's Arcane launch, and Samsung's £500K Selfie Tour, with further work for Burberry, Nike, Porsche, and Cartier.

They also run a fleet of permanent photo booths installed in venues including Harrods, Madame Tussauds, Brewdog, Toca Social, and the W Hotel. On any given day, 40 to 50 of these installations are live, each putting between 20 and 100 visitors through the experience.

Challenges faced by The Flash Pack

Two audiences, two very different support needs

The Flash Pack's installations serve two distinct customers with very different needs. Visitors who pay around £5 to use a booth want a fast and calm answer when something goes wrong with their photo or their payment. Venue partners running the booths need a technician's level of detail when hardware misbehaves on a busy night.

Caption: The Dua Lipa Glow Room at Madame Tussauds, designed and built by The Flash Pack. (Image credits: The Flash Pack)

A single, generalist support layer was never going to do both jobs well. The Flash Pack needed something that could read the situation and respond in the right register, all on WhatsApp, where their visitors and venue partners already are.

No system to scale the team's technical know-how for customer support

Every installation The Flash Pack ships is slightly different, and the more complex ones carry quirks only the in-house technicians really know. Their previous support setup was a third-party help desk staffed by humans with solid response times, but the external team sat outside that knowledge. In practice, they almost always took the message and passed it straight to a Flash Pack teammate.

That meant escalations on every case, and a constant training burden to keep an external team current on hardware that kept evolving. The expertise sat with the in-house team, with no system in place to scale it beyond them.

SleekFlow's solutions for The Flash Pack

1. An AI agent that handles visitor refunds

When The Flash Pack mapped out their inbound visitor messages, almost all of them were about money. A picture came out black, a print didn't drop, a payment looked wrong. They also knew the answer to most of those cases: unsettled payments fall off the visitor's statement within three days.

So they designed the visitor-facing AI agent to lead with that reassurance. If a charge does land, the agent collects the venue, the time of visit, and the last four digits of the card, then routes the case directly to the finance team with everything they need to review it.

In one chat, a visitor was rude to the AI agent five times in a row, and the AI agent simply kept restating the same calm instructions until the issue resolved itself.

What I love is that the AI agent absorbs the hard conversations on its own, staying calm even when visitors get frustrated. None of my colleagues gets pulled in, which means they can focus on the work only they can do.

Peter Remmerswaal

Senior Technical Producer, The Flash Pack

2. Another AI agent that walks venue partners through fixes

The Flash Pack made a different design call for the AI agent facing the venue partners. Rather than handing the AI agent every document and asking it to figure things out, they shaped it like a technician's diagnostic interview: identify the symptom first. Then estimate how urgent it is. Finally, walk the venue partner through the same resolution steps an on-call technician would.

The AI agent only escalates once it has reached the end of the relevant playbook. When it does, the case is routed by type: hardware issues to technicians, financial issues to finance, and software issues to developers. Human teammates only see cases that genuinely need them.

SleekFlow’s AI agent is a great colleague to have on the team to make sure that everyone else becomes more efficient.

Peter Remmerswaal

Senior Technical Producer, The Flash Pack

3. An AI knowledge base that gets smarter every week

The Flash Pack was upfront with itself that no AI agent would be perfect on day one, and chose not to chase that. Instead, the team built a learning loop around it. Every resolution step the in-house technicians know now lives inside the AI knowledge base, and grows every time a new case teaches the team something the AI agent didn't yet handle.

The result is an AI agent that closes a bigger share of cases on its own every week, while the human team spends its energy on the genuinely new problems.

4. Full chat context for every handoff

Knowing that escalations would happen, The Flash Pack focused on making handoffs as smooth as possible. When the AI agent passes a case to a human teammate, the teammate receives a summary of the case, including the symptoms and troubleshooting steps already tried. The shared team inbox also lets anyone at The Flash Pack join the same conversation and see the full context.

Even when the AI agent escalates the case, our team gets it with all the context already in hand. That alone has cut our resolution time.

Peter Remmerswaal

Senior Technical Producer, The Flash Pack

5. Work conversations off personal WhatsApp

The last piece was about the team, not the customer. The SleekFlow mobile app gives every team member a way to chat with venue partners and visitors from a separate, work-only channel. No one has to give out their personal number, and anyone off-shift can mute notifications without losing context when they're back on.

The result

The team's internal target is for the visitor-facing AI agent to close around 80% of refund chats on its own, freeing the human team to focus on the higher-value cases. For the venue partner, the idea is that the AI knowledge base will keep improving over time. Each new solution added by technicians helps solve the next similar cases automatically, without human involvement.

Early signs support that. Resolution times for escalated cases have already started to go down because no one has to start from scratch when a case comes in. With two agents supporting more than 40 live installations, The Flash Pack now has a system that scales with the fleet.

An AI agent will not be perfect from the start, and that's fine. We treat it as a valuable tool that we grow the more we use it. The point is to get people engaging with it, because that's how we learn where to train it better.

Peter Remmerswaal

Senior Technical Producer, The Flash Pack

About The Flash Pack

The Flash Pack is a London-based technical production studio specializing in immersive content experiences, permanent installations, and event technology. The company designs, builds, and supports both temporary brand activations and long-running visitor installations across the UK and beyond.