Case Study
AI Agents in Tourism and Hospitality
Background:
Sènia Campings & Resorts is a renowned hospitality group based in Catalonia, Spain, offering unforgettable getaways across seven picturesque locations. From beachside escapes to mountain retreats, they provide diverse accommodations, family-friendly amenities, and a deep commitment to sustainability and guest satisfaction. Sènia is a recognized leader in vacation experiences for travelers worldwide.
Sènia’s portfolio includes a wide variety of accommodations, from luxury glamping tents and cozy bungalows to spacious family apartments and traditional camping options. Each location boasts unique features—such as proximity to pristine beaches or breathtaking mountain views—and is equipped with modern amenities like swimming pools, children’s play areas, and on-site dining facilities. Sustainability is a core pillar of their operations, with initiatives like renewable energy use, waste reduction programs, and eco-friendly activities for guests.
The Challenge
Sènia Campings & Resorts faced the challenge of managing a high volume of guest inquiries about bookings, amenities, activities, and local attractions, often requiring instant responses around the clock. These inquiries ranged from simple questions about check-in times to detailed requests for itinerary suggestions or clarification on eco-friendly practices. The volume was particularly high during peak seasons, putting pressure on customer service teams.
Moreover, catering to an international audience brought additional complexities, including the need for consistent multilingual support. With guests speaking a variety of languages such as Spanish, Catalan, English, French, and German, ensuring accurate and culturally sensitive communication was vital. This growing demand strained their customer service resources and introduced operational risks.
The Solution
To address these challenges, Sènia partnered with GPT-trainer to develop a multilingual AI chatbot tailored to their specific needs. Using GPT-trainer's no-code AI agent framework, Sènia developed an AI chatbot specially trained on their extensive knowledge base, which included detailed information about accommodation options, amenities, policies, and local attractions.
Key Features of the Solution:
- Omnichannel Integration: The chatbot is embedded directly onto Sènia’s website and connects with their existing communication platforms, including social media channels and email systems.
- Multilingual Capabilities: The AI chatbot supports five primary languages—Spanish, Catalan, English, French, and German. But since the AI is large language model (LLM) powered, over 95 more languages can be easily added.
- Personalized Interactions: The chatbot provides personalized assistance by recognizing guest preferences and tailoring its recommendations accordingly. For example, it could suggest family-friendly activities or eco-conscious travel options based on users’ conversation history.
- Internal Employee Support: GPT-trainer created a separate internal chatbot for employees, accessible via Sènia’s internal app. This tool streamlines access to information regarding employment conditions, schedules, HR policies, and workplace procedures.
Results
The implementation of the AI-powered chatbot delivered significant benefits for both guests and employees:
Improved Guest Interaction
- The chatbot provided instant responses to over 85% of guest inquiries, significantly reducing wait times and enhancing satisfaction.
- Over 90% of surveyed users (voluntary participation) reported positive experiences with the chatbot, citing its accuracy and ease of use.
Enhanced Operational Efficiency
- By automating routine queries, the chatbot reduced the workload for customer service staff by 40%, allowing them to focus on more complex tasks and personalized services.
- During peak seasons, the chatbot handled an average of 15,000 interactions per month, ensuring uninterrupted support.
Multilingual Support
- The chatbot’s ability to communicate in multiple languages improved engagement with international guests, increasing bookings from foreign travelers within one month of deployment.
Streamlined Employee Support
- The internal chatbot significantly reduced the time employees spent searching for HR-related information. All queries are answered within seconds. Complex queries involving human intervention are forwarded to dedicated HR representatives.
Conclusion
The collaboration between Sènia Campings & Resorts and GPT-trainer demonstrates the transformative potential of AI in the hospitality industry. By integrating an advanced, multi-agent, multilingual chatbot solution, Sènia not only improved guest satisfaction and operational efficiency but also strengthened its internal support systems.