customer_support · travel · workflow
Hotelbeds builds a self-service WhatsApp COVID response chatbot in 4 weeks with Landbot
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.
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 initiates chat on channel
The user initiates a conversation on WhatsApp or Facebook Messenger with a COVID-related query.
Tools used
LandbotDialogflowGoogle SheetsWhatsAppFacebook MessengerWebflow
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.
Results
Time saved4 weeks
Volumereducing service requests and support calls
Grounding & classification
Source type: vendor customer story
23 fields verified against source quotes.
chatbotconversational aichat transcriptpolicy documentnamed customerproduction runtime claimedtools describedworkflow describedtraveldeflection rateemployee productivityvendor customer storycustomer supportautonomous resolutionextract classify route