SwedenTravel and aviation2024 – ongoingApollo Travel Group
AI chatbot for routine traveler questions
Apollo's AI chatbot cut support requests by nearly two-thirds in Sweden
Problem
Apollo needed to answer recurring traveler questions while keeping agents available for cases requiring their expertise.
Approach
Apollo expanded its AI knowledge base and used a first-generation chatbot to answer frequent and recent questions. It subsequently developed a separate generative AI chatbot with Microsoft Copilot Studio.
Results
Takeaway
Apollo reduced incoming support demand through automated answers to recurring questions. The reported reduction concerned the Swedish market.
Categories
- Size
- Large enterprise
- Industry
- Travel and aviation
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Off-the-shelf tool or platform
- Evidence
- Vendor case study
Sources
Source summaries
Microsoft reported that Apollo's first-generation AI chatbot cut support requests by nearly two-thirds in Sweden. The story also described a later generative AI chatbot, whose expected query coverage was a projection.
Full details are in the original sources.
