Customer support · Production

Agoda builds a multi-agent Booking Form Bot to answer traveler questions at checkout

The problem

Users frequently abandoned the booking form due to unanswered questions about promotions, cancellation rules, and pricing; 28% returned to the property page to re-check details, and Payment & Promo Terms had only a 4% click-through rate despite spanning over 50 mobile pages.

Workflow diagram · grounded in source
1
User opens chat on booking form
trigger
“a chat icon appears in the bottom-right corner. Tapping it opens a familiar conversational interface where users can ask questions in natural language”
2
Router Agent selects responding bot
routing
“If one bot clearly has a higher score, we route the query to that bot. In the case of a tie, the page origin serves as a tiebreaker.”
3
Topic Guardrail Agent filters query
validation
“If the response is "not_allowed", the system stops execution and returns a safe, polite fallback message to the user, letting them know the bot can't help with that specific request.”
4
Context enrichment via Property API
integration
“it also calls Agoda's Property API (PAPI) to fetch up-to-date details about the hotel, room, and associated terms, such as cancellation policies, payment options, and rate-specific conditions”
5
Booking Form Agent generates response
ai_action
“the Booking Form Agent sends the request to OpenAI, receives the response, formats it for display, and returns it to the client via the chatbot interface”
6
AI-powered conversation evaluation
feedback_loop
“An AI-powered algorithm reviews different user conversations and classifies them into four main labels”
Reported outcome

The Booking Form Bot answers 89% of user queries fully or partially, delivering real-time context-aware answers without requiring users to leave the booking page.

Reported metrics
Users returning to property page from booking form28%
Payment & Promo Terms click-through rate4%
User queries fully or partially answered89%
Reported stack
OpenAIProperty API (PAPI)
Source
https://medium.com/agoda-engineering/building-agodas-booking-form-bot-the-agentic-way-407455e50808
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

The Booking Form Bot answers 89% of user queries fully or partially, delivering real-time context-aware answers without requiring users to leave the booking page.

What tools did this team use?

OpenAI, Property API (PAPI).

What results were reported?

Users returning to property page from booking form: 28%; Payment & Promo Terms click-through rate: 4%; User queries fully or partially answered: 89% (source-reported, not independently verified).

How is this customer support AI workflow structured?

User opens chat on booking form → Router Agent selects responding bot → Topic Guardrail Agent filters query → Context enrichment via Property API → Booking Form Agent generates response → AI-powered conversation evaluation.

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