How Gen AI Helps Share Expert Travel Advice at Hotelplan Suisse
Customer Company Size
Mid-size Company
Region
- Europe
Country
- Switzerland
Product
- Google AI PaLM 2
- Gemini
Tech Stack
- Google Cloud
- Large Language Models (LLM)
- Cloud Storage
Implementation Scale
- Departmental Deployment
Impact Metrics
- Customer Satisfaction
- Digital Expertise
- Productivity Improvements
Technology Category
- Analytics & Modeling - Generative AI
- Platform as a Service (PaaS) - Data Management Platforms
Applicable Industries
- Professional Service
- Software
Applicable Functions
- Sales & Marketing
- Business Operation
Use Cases
- Chatbots
- Remote Collaboration
Services
- Cloud Planning, Design & Implementation Services
- Software Design & Engineering Services
About The Customer
Hotelplan Suisse is a travel company that offers exceptional and memorable travel experiences, distinguishing itself in a market dominated by mass tourism and standardized package deals. With a team of over 400 experts, the company provides a personal touch, supporting customers with insider knowledge, expertise, local tips, and up-to-date information. Hotelplan Suisse serves 82 destinations, with specialists for each location, ensuring a wealth of expertise is available to tailor unforgettable experiences to customers' tastes. The company is committed to delivering personalized travel experiences, leveraging its extensive knowledge and expertise to meet the unique needs of its customers.
The Challenge
Travel booking periods are seasonal, and during high demand, the sales and operations team at Hotelplan Suisse faced a bottleneck when directing customer queries to the relevant travel expert. This delay in providing relevant information was creating unnecessary friction and risking the loss of new customers. Complex inquiries, possibly involving partner companies, could result in a one-day wait for an answer or a week-long wait for a complete itinerary. The challenge was to find a more efficient way to give customers the expertise they needed as quickly as possible.
The Solution
Hotelplan Suisse initially considered building a peer-to-peer support network but found it inefficient. The emergence of generative AI presented a new opportunity. By using Google AI PaLM 2, they layered proprietary data over the model to create a chatbot that could deliver accurate, detailed responses to customer queries. This solution was developed in collaboration with Google Cloud and Datatonic, and involved adding unstructured data from experts to train the model, improving its accuracy. The chatbot is currently being tested by the sales team, allowing them to provide real-time travel expertise and removing bottlenecks in the booking process. Questions that the chatbot cannot answer are escalated to travel experts, whose responses are fed back into the model, creating a feedback loop for continuous improvement. Hotelplan Suisse is also exploring the use of generative AI for content creation, using Gemini to generate website content and blog posts, thereby sharing the vast knowledge of their team with customers.
Operational Impact
Quantitative Benefit
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