CompleteSoft’s AI Assistant transformed the tourism company’s customer support by delivering instant, multilingual, and personalized responses that boosted conversions while cutting response time and operational costs.
CompleteSoft’s AI Assistant transformed the tourism company’s customer support by delivering instant, multilingual, and personalized responses that boosted conversions while cutting response time and operational costs.
Client
Industry
travel & hospitality
Duration
Services
custom software development
A mid-sized international tourism company offering curated travel experiences across Europe, Asia, and the Middle East. The company receives thousands of customer inquiries daily through website forms, WhatsApp, email, and social media.
The client faced several challenges:
Travelers were asking repetitive questions about pricing, destinations, visa requirements, availability, itineraries, and booking status.
Response time averaged 4–12 hours, leading to lost leads and dissatisfied customers.
Customer support worked in shifts but still couldn’t keep up.
Hiring more staff increased operational costs significantly.
Up to 40% of inquiries went unanswered during peak seasons, especially from international time zones.
Support agents had to manually search for:
The company needed a scalable, automated, multilingual solution that delivered fast, accurate responses 24/7.
Prices, availability, policies, and itineraries constantly changed — the AI needed dynamic content updates.
Solution:
We built a real-time sync with the client’s CRM and content system to keep data fresh.
Tourism requires precise wording — especially around visas, cancellations, and logistics.
Solution:
We applied domain-specific fine-tuning and a multilingual testing pipeline.
AI had to only use trusted information — no guesses.
Solution:
Implemented a strict RAG system + guardrails ensuring answers come only from verified data.
WhatsApp, website, and Facebook had different APIs and rules.
Solution:
Created a unified middleware layer that handles routing and formatting for each channel.
Instantly answers questions about destinations, pricing, itineraries, documents, policies, etc.
Generates custom itineraries based on user’s budget, travel dates, interests, group size.
The assistant suggests available tours, dates, and packages based on user preferences.
Uses customer data (age, preferences, travel history) to recommend tours.
Connects with the client’s existing CRM to update leads, send booking info, and notify agents.
Supports English, Arabic, Russian, Hindi, Spanish, and more — crucial for international travelers.
Response time dropped from 4–12 hours to under 3 seconds.
Lead conversion increased by ~27%.
100% of product data updated automatically.
Customer reviews improved.
