Context:
A premium hotel & travel agency based in the UK aimed to improve guest experience and increase upsells by offering integrated hotel booking, concierge, and sightseeing services in a more personalised and scalable manner.

Challenge:
The agency faced difficulties in managing high volumes of customer queries while offering tailored room bookings and curated local experiences. Manual processes led to delayed responses, missed upselling opportunities, and limited customer engagement.

Action:

• AI-Powered Personal Travel Assistant:
  • Implemented an AI Assistant across the agency’s website and messaging platforms (including WhatsApp and Facebook Messenger).
  • The assistant collected user preferences such as destination, travel dates, accommodation style, and special requests (e.g., pet-friendly rooms, spa access).
  • AI matched guests with ideal hotel rooms based on availability, budget, and lifestyle needs (e.g., family-friendly, romantic getaway, business trips).
• Smart Concierge Integration:
  • Provided 24/7 AI concierge services capable of handling a wide range of queries—from restaurant bookings and spa appointments to transportation and room service.
  • Enabled real-time responses and multilingual support to cater to international guests.
• Tailored City Tour & Sightseeing Suggestions:
  • Leveraged AI to recommend personalised city tours, local attractions, and experiences based on guest interests (e.g., history, food, adventure, culture).
  • Included rich media content like high-resolution images, video previews, and interactive maps within chat interfaces to enhance user decision-making.
  • Allowed users to instantly book guided tours, attraction tickets, or custom itineraries directly within the conversation.

Result:

• Achieved a 42% increase in hotel room bookings due to faster, more relevant recommendations.
• Recorded a 28% boost in concierge service usage, improving guest satisfaction and spend per booking.
• Saw a 40% uptick in local tour and sightseeing reservations, thanks to engaging, curated suggestions presented at the right moment.
• Improved overall user satisfaction with seamless, AI-powered interactions that mimicked real human support—available anytime, anywhere.