Leading Adventure Booking Platform resolves over 75% of inquiries and frees up human agents for high-value service
TourRadar, the Adventure Booking Platform connecting travelers to over 50,000 organized adventures across more than 160 countries, operates in a dynamic industry where delivering rapid and accurate customer support is paramount. Travelers, often on the go or in the midst of planning complex trips, require assistance that is available instantly, regardless of timezone or location. Recognizing the evolving expectations of its global customer base for seamless digital service, TourRadar sought an innovative solution to scale its support capabilities without compromising service quality. Their partnership with boost.ai provided the foundation to leverage conversational AI, ultimately leading to the adoption of generative AI to transform their customer service experience.
With the integration of the boost.ai platform, TourRadar successfully deployed a 24/7 support solution that not only keeps pace with their business growth but also understands and responds to customer inquiries with a level of helpfulness and accuracy previously expected only from human agents. This strategic move has positioned TourRadar at the forefront of applying AI to enhance the adventure booking experience.
TourRadar’s results at a glance…
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AI Agent now handles 75% of customer inquiries automatically, significantly increasing support capacity.
- Live chat deflection improved from 50% to 80%, a 30-point gain in automation efficiency.
- Responses boast a 98% accuracy rate, ensuring customers receive reliable information.
- 780+ hours saved per month across chat and messaging support
Navigating the complexity of global travel support
TourRadar’s customer support team faced the challenge of managing a high volume of diverse inquiries daily. Handling over 5,000 chat interactions per month while serving a global base of 2 million+ travelers, the team needed to provide timely, relevant support across multiple time zones. These ranged from straightforward questions about itineraries and bookings to more complex issues, such as tour recommendations and inquiries about specific tour offerings. While some of these interactions followed predictable patterns, TourRadar wanted to avoid the limitations of traditional rules-based chatbots, which often provide rigid, templated responses. Their goal was to implement a solution that could intelligently handle the inherent complexity of travel bookings and meet the high expectations of modern travelers for personalized, efficient service.
Finding a conversational AI platform that offered both scalability and the ability to provide dynamic, contextually relevant answers without requiring constant, manual content updates was crucial. TourRadar needed a partner that could help them move beyond basic automation to truly understand and engage with their customers’ unique needs in the fast-paced travel environment.
"Boost.ai’s platform lets us offer personalized, real-time support right on our tour pages, something we couldn’t offer previously. The generative capabilities give us a real product advantage, helping customers get to the right trip faster while keeping the experience seamless." - Patrick Schuh, Group Product Manager, TourRadar
Elevating customer service with generative AI
TourRadar selected boost.ai’s conversational AI platform to power a new support channel on their website. The focus was on building an AI Agent capable of providing helpful, human-like support across essential areas such as booking and tour details, account support, cancellations, and payment issues.
A strategic decision was made to leverage boost.ai's advanced generative AI capabilities to achieve these goals. This included Generative Action, a feature that allows the AI Agent to generate dynamic, contextually relevant responses from approved knowledge sources. One of the most valuable implementations of this feature is on Tour Detail Pages, where the AI Agent reads and interprets content directly from over 50,000 operator and supplier-provided tour pages. This process has effectively automated the task of keeping tour content up to date, ensuring travelers receive accurate answers about specific tours, including itineraries, inclusions, and availability. With Generative Action now live across 31 of TourRadar’s 170+ total topics, the platform is able to deliver timely, personalized support while maintaining a high level of consistency and control. By grounding AI responses in live, trusted data, TourRadar has strengthened the reliability of its service and reinforced customer trust at every touchpoint.
One of the most impactful uses of Generative Action to date has been enabling personalized tour recommendations. With access to a database of over 50,000 organized adventures, the AI Agent can instantly suggest the top three tours based on a traveler’s preferences and needs. This capability has significantly improved pre-booking engagement by delivering curated options that match customer intent, helping users navigate the overwhelming choice of trips quickly and confidently.
By enabling the AI Agent to handle a wider range of inquiries through generative responses, this significantly reduced the time-consuming manual creation of dialogue flows and allowed the internal team to focus on overseeing and continuously improving the AI Agent's overall performance and impact.
Laying the groundwork for intelligent, scalable support
Implementation was led by TourRadar’s Customer Support and Booking Tech teams, with help from boost.ai’s in-house experts to ensure content quality and accuracy. By leveraging generative AI capabilities, including the deployment of Generative Action on over 30 key topics, TourRadar was able to reduce the need for hand-built dialogues while still maintaining control over how the AI Agent behaves and responds. The result is an AI Agent that can understand nuanced questions, generate tailored responses that align with the brand’s voice and style, and resolve inquiries in seconds.
Delivering efficiency, accuracy and enhanced CX
Since launching its AI Agent in August 2024, TourRadar has realized significant benefits. The AI Agent now handles 82% of all customer inquiries, successfully deflecting 80% of traffic on Live Chat—up from 50% previously. It also integrates directly into TourRadar’s CRM, assisting human agents with message drafting in the Booking Conversation Page, where they engage with both customers and tour operators. This feature alone saves the team approximately 200 hours per month on written replies. Combined with a 98% accuracy rate for responses, the AI Agent has become a trusted source of information and a meaningful contributor to both efficiency and customer satisfaction.
These capabilities translate into substantial time savings, with approximately 580 hours saved per month on human assistance on Live Chat and an additional 200 hours saved per month on human-written replies in their messaging channel. Furthermore, the chat messages handled by the AI Agent have achieved a 60% CSAT score, demonstrating positive customer reception. The AI Agent successfully resolves a majority of conversations directly, with only 20% requiring escalation to a human agent, freeing up the human team to focus on more complex and high-value customer interactions.
"Since switching to boost.ai, we’ve gone from a rigid, keyword-based chatbot to a 24/7 AI Agent that now handles 80% of live chat inquiries with 98% accuracy. That level of automation lets us support customers around the globe without adding headcount." - Nadine Tesch, Head of Customer Support EMEA, TourRadar
Paving the way for the future of travel support
By strategically adopting conversational AI with the advanced generative capabilities of the boost.ai platform, TourRadar has demonstrated that it is possible to achieve high levels of automation and efficiency without sacrificing the quality or personalization of customer interactions. The platform’s ease of use for the team, comprising the AI trainer, tech lead, and product manager, along with its trustworthy performance, have been key enablers in this success.
As TourRadar continues to explore new ways to leverage generative AI, they are setting a high standard for how travel companies can use these advanced tools to meet the evolving demands of the modern traveler. Upcoming plans include expanding Generative Action coverage beyond the current topics and enhancing the system’s ability to handle multi-turn, follow-up questions about specific tours. These improvements will allow the AI Agent to provide deeper detail, such as customer reviews, itineraries, inclusions, and availability, in a fluid, conversational format. By integrating more detailed tour data and refining AI-guided booking journeys, TourRadar is moving toward a fully generative experience that mirrors the quality and helpfulness of a live travel expert.