Travel Chatbot Scenario
Hello Vacanze is an online travel agency specialized in the seaside destinations' market, born from the decades of experience of entrepreneurs in the tourism sector, which operates in the individual travel segment with accommodation facilities, such as Hotels, Residences, Apartments, Villages and Campsites of various Italian Tour Operators.
Aiming to offer an additional service to its customers, as well as, a tool to improve contact center operations, Hello Vacanze has chosen Crafter.ai conversational AI platform for the development and integration of a virtual assistant, integrated on the Offertevillaggi.com website.
Quotes Automation with Travel Chatbot
Quotes' automation with a travel chatbot supports the customer journey and the company's customer care service in managing travel booking requests.
The customer who needs a quote is guided by the virtual assistant along the process of collecting the necessary information, such as: selection of the destination, indication of arrival and departure dates, number of adults and children, age of children, type of structure, treatment, etc.
At the end of the path, the user is directed to the page containing the estimate and payment information. At any time, it is possible to request the intervention of an operator in live chat to take charge of the conversation.
Results Achieved
Service optimization: Hello Vacanze's virtual assistant supports the customer service activity in managing conversations autonomously and transferring to operators only 9% of handovers' requests.
Conversion rate: The chatbot managed 30,828 live interactions (conversations with messages), generating a conversion rate of 65%.
Analytics: Access to conversation analytics and feedback data collected by the bot allows the Hello Vacanze team to fine-tune the level of service and performance of the virtual assistant on a daily basis.
