Customer support · Production

Hotelbeds builds a self-service WhatsApp COVID response chatbot in 4 weeks with Landbot

The problem

During the COVID pandemic, a flood of travel cancellations created mounting customer service pressure at Hotelbeds, with customers and partners needing real-time information on travel policies and restrictions.

Workflow diagram · grounded in source
1
User initiates chat on channel
trigger
“Landbot enabled Hotelbeds to build chatbots for WhatsApp and Facebook Messenger, allowing the user to initiate a conversation on either platform. The primary function of the chatbot was to reply to COVID-related queries.”
2
NLP intent understanding
ai_action
“Dialogflow for Natural Language Processing to understand the user intent, context and phrases related to refunds, cancellations and modifications in real-time.”
3
Channel, language, brand routing
routing
“The team used conditional rules to define logic and validate the user chatbot channel, language and brand. This helped differentiate and create a personalized experience based on which channel the user started the conversation from, whic…”
4
Data sync via Google Sheets
integration
“Google Sheets to read, write and update user data.”
5
Self-service policy response
output
“A proactive conversational interface to self-serve users on the latest travel policies & restrictions”
Reported outcome

Hotelbeds deployed a self-service conversational chatbot on WhatsApp and Facebook Messenger that handled COVID-related queries, reducing service requests and support calls for customer service representatives.

Reported metrics
Service requests and support callsreducing service requests and support calls
Pressure on customer service representativesreducing the mounting pressure on their customer service representatives
Time to deploy4 weeks
Reported stack
LandbotDialogflowGoogle SheetsWhatsAppFacebook MessengerWebflow
Source
https://landbot.io/case-studies/hotelbeds
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

Hotelbeds deployed a self-service conversational chatbot on WhatsApp and Facebook Messenger that handled COVID-related queries, reducing service requests and support calls for customer service representatives.

What tools did this team use?

Landbot, Dialogflow, Google Sheets, WhatsApp, Facebook Messenger, Webflow.

What results were reported?

Service requests and support calls: reducing service requests and support calls; Pressure on customer service representatives: reducing the mounting pressure on their customer service representatives; Time to deploy: 4 weeks (source-reported, not independently verified).

How is this customer support AI workflow structured?

User initiates chat on channel → NLP intent understanding → Channel, language, brand routing → Data sync via Google Sheets → Self-service policy response.

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