TaiwanTravel and aviation2025 – ongoingLion Travel
LiLi LLM customer-service chatbot
Lion Travel's LiLi chatbot answered about 30% of standard questions and passed enquiries to sales staff
Problem
Lion Travel wanted to serve travellers around the clock. Standard questions kept customers waiting for staff.
Approach
Lion Travel launched LiLi in January 2025, a text customer-service bot built on a large language model. It answers standard enquiries at any hour. It passes qualified enquiries to call-centre sales staff. It is part of a wider NT$300 million AI and digital programme.
Results
Takeaway
The company counts both deflected questions and sales that came through the bot. The conversion revenue figure is the company's own and the article does not explain how it is attributed.
Categories
- Industry
- Travel and aviation
- Business function
- Customer serviceMarketing and sales
- Innovation type
- Process innovation
- AI technology
- Generative AIConversational and voice AI
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
CIO Taiwan reports that Lion Travel launched the LLM-based LiLi bot in January 2025. About 30% of standard FAQs are answered by AI, and conversion revenue exceeded NT$30 million since April, with over NT$9 million in each of August and September. The company says it is investing NT$300 million in AI transformation.
Full details are in the original sources.
