Our esteemed client is an online travel company based in Canada that uses conversational AI to help customers book hotels over SMS, messenger, WhatsApp. The company’s AI-powered e-commerce platform aims to disrupt the legacy-driven travel industry. Currently, they have 10 million+ user base with $1 billion in total sales.
When the pandemic hit the travel industry hard, travel businesses were sunsetting their businesses. Amidst the crisis, our client, planned to reinvent and steer its ship in the right direction. During this change, the company identified that majority of their customers were placing cancellation requests rather than booking. This was due to COVID-19 fear and lack of post-booking information.