Not Just a Bot: How AI Turns Push Messages into Personal Travel Conversations
Mar 12, 2025
Image from: freepik.com
Re-engineering Travel Engagement with an AI Messaging Orchestrator
The Opportunity
A leading online travel platform operating across Germany, Austria, Switzerland, the Netherlands, and Spain already pushed millions of promotional messages over Whatsapp, Telegram, and other chat channels. But every campaign looked the same to every customer.
They partnered with us to personalize promotional marketing instead of doing generic deal blasts. We helped them move away from a “spray-and-pray” approach that left engagement flat and provided additional opportunity to answer follow-up questions without flooding agents or rebuilding existing systems.
The business objective was clear: transform messaging into a high-performing sales and support channel - with a personalized touch.
The Solution: One Orchestrator, Every Offer
At the core of the solution was a unified AI Messaging Orchestrator that sits between the user, the CRM, and the offer-inventory platform. The orchestrator is powered by an LLM and makes function calls to external systems as required.
User-profile retrieval - A function call pulls the latest profile information (demographic details, budget, preferred destinations, previous bookings) when a user message arrives or a campaign is triggered.
Offer-inventory query - The LLM crafts a second function call to the offer-inventory API, by determining parameters such as destination, travel window, price ceiling, and holiday style that are extracted from the user message and profile.
LLM-driven ranking and filtering - From dozens of returned offers, the LLM scores and selects the most relevant three to five holiday offers, matching both the user profile and their current ad-hoc query.
Channel-native presentation - A Whatsapp (or Telegram) API call builds a product-catalog carousel inside the chat, so the user can swipe rather than scroll through the travel offers.
On-Demand RAG for follow-up questions - If the user taps an offer and asks “Does this include checked luggage?” the orchestrator crawls that specific offer URL in real time, retrieves fresh facts and answers instantly. Given the lower response rates; this solution was preferred instead of a traditional RAG-based approach.
Hero Moment: From Query to Conversion in Seconds
One example stands out.
A customer messaged the travel platform on Telegram:
"Any sunny places under €600 next week? 😎"
Orchestrator fetches the user profile (user location:Cologne, beach lover, short-haul, prefers 4-star).
LLM queries inventory: price ≤ 600, date='15-Dec to 22-Dec', type=beach.
47 offers return; the LLM ranks the top three.
WhatsApp carousel appears in-chat with images, prices, summary details and link to actual deal information.
The customer can select the Mallorca deal and ask questions or clarifications inside the chat thread.
No app download, no call center queue. Just travel, reimagined.
Projected Impact
Within the first 12 months, the solution was expected to achieve:
1.4 million Monthly Active Messaging Users
10.9 million personalized conversations annually
40% reduction in live agent load through automation
3× increase in click-through for personalized offers
15% MAU growth via AI-optimized referral prompts
Architecture Snapshot
AI Messaging Orchestrator
Why This Approach Stands Out
This project didn’t just automate customer interactions - it made them intelligent. By combining best-in-class AI techniques under a single orchestration layer, we delivered:
Real-time personalization at broadcast scale
Native carousels that convert inside chat apps
Smarter support with zero pre-indexed docs
Future-proof, channel-agnostic architecture
Travel, e-commerce, or retail brands can plug the same orchestrator into any inventory or CRM and start turning one-way pushes into revenue-driving conversations - fast.
Ready to Transform Your Messages into an AI-Powered Revenue Channel?
Whether you're scaling customer service, launching loyalty programs, or driving sales via chat, an orchestrated AI messaging system can turn conversations into conversions.