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CRM-connected support chatbot for Holiday Best

A support chatbot for the travel company Holiday Best, connected to its CRM and to hotel and trip APIs. It recommends trips and hotels from live data and retrieves customers' own booking details.

The Holiday Best virtual assistant, built by BalticAI, suggesting warm holiday destinations in reply to a customer's message
About the client

Holiday Best is a travel company selling trips and hotel stays. Its customers frequently asked about available trips, hotel details and the status of bookings they had already made.

The challenge

Questions about trips, hotels and existing bookings went to the support team.

  • Support staff answered the same trip and hotel questions repeatedly, by hand
  • Each booking status question needed a manual lookup in the CRM
  • Recommendations depended on which agent happened to be available

What we built

Customers get answers from live travel data and their own booking records, without waiting for the support team.

01

Trip and hotel recommendations

Suggests trips and hotels in reply to customer requests, using live data from the connected hotel and trip APIs.

02

Booking details from the CRM

When a customer asks about a booking they have already made, the chatbot retrieves their own booking details from the CRM.

03

Support that runs 24/7

Customers can ask about trips, hotels and their bookings at any time of day, not only during support hours.

The results

The questions customers ask most often, about trips, hotels and their own bookings, now go to the chatbot first.

  • Customers can check on a booking they have already made directly in the conversation
  • Recommendations in the chat draw on the same live hotel and trip data for every customer
  • The support team no longer answers every routine trip, hotel and booking question by hand

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