customer_support · travel · workflow
Agoda builds Property AMA Bot to cut property question response time from 8 hours to seconds
Users had to sift through long property pages to find specific answers, and when they used Agoda's Customer Messaging platform to ask properties directly, only 55% of questions received a response and the average wait was eight hours.
How it works
Common implementation structure
How this type of workflow is generally built, generalized across documented cases — not tied to any one vendor's stack. Click any stage to read what happens there. Specific products that implement these stages appear in “Tools commonly seen” below.
Stage 1 · User submits property question
The chatbot client acts as the front-facing component, interacting directly with users and interpreting their queries.
Tools used
ChatGPTLLM APIProperty API (PAPI)AIDEOpenAI
Outcome
The Property AMA Bot provides instant answers to property-related questions in seconds, replacing an average eight-hour wait, and is accessible across desktop, mobile web, and the Agoda app.
What failed first
The existing Customer Messaging platform allowed users to contact properties directly but fell short because many inquiries went unanswered and responses took an average of eight hours.
Results
Time savedaverage of eight hours
Volume80%
Grounding & classification
Source type: technical build writeup
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chatbotconversational airagknowledge basefailure mode describedmetric backednamed customerproduction runtime claimedtools describedworkflow describedtravelcustomer satisfactionresponse time reductiontechnical build writeupcustomer supportautonomous resolutionrag answering