TOURISM · AI AgentsAI Agent Handles 30K Night-Shift Conversations
30,795 Conversations While the Team Slept
Context
Operating a world-class theme park with no communication after 6 PM leaves massive revenue on the table. When families plan their weekend resort stay at night, they want answers immediately regarding ticket categories and hotel rooms. Failing to respond means losing them to local competitors.
The problem
The park had no staff covering after-hours inquiries, meaning prospective visitors messaging at night received no response until the next day. During staffed hours, response times dragged to an average of 34 minutes, causing high drop-offs on high-intent booking questions.
What we built
An AI agent handling WhatsApp inquiries during night hours. It integrates directly with the park's custom e-commerce system to securely process and deliver ticket purchases. For hotel bookings (such as the popular Hotel África), the agent queries availability, collects guest interests, and pushes clean, structured leads directly to Google Sheets—completely bypassing the need for a complex Property Management System (PMS) which the sales team was reluctant to adopt.
10:15 PM. A family plans a weekend trip.
Scroll to play the conversation. Nobody covers the park's chat after hours. The agent does.
- Quotes the ticket prices for the group
- Sends a secure checkout link from the ticketing system
- Sends the Hotel África request to the sales coordinator
Rather than forcing a complex, unwanted PMS onto a reluctant staff, we synchronized WhatsApp with their custom e-commerce ticketing API and mapped hotel booking leads straight into Google Sheets, preserving their preferred workflow.
The 8x ROI figure only covers the second half of the year. Before July, there was no UTM tracking to attribute sales.
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