AI Concierge for Every Trip
At a glance
CLIENT
A European travel group
SERVICE
- AI software development services, data analytics, Physical Experience, Next-Gen Marketing, CX Strategy & Design
INDUSTRY
- Travel
A European travel group operated several brands for flights, rail tickets and packaged trips across multiple countries. Customers booked online and in the mobile app, but support for changes, baggage rules and itinerary questions still flowed through overloaded contact centers and email queues. During peak seasons, average chat response time reached 15–20 minutes and call waiting time frequently exceeded 10 minutes, even though most questions were simple and repetitive.
LeanCoded partnered with the group to design and implement an AI-driven travel concierge embedded into the mobile app and messaging channels. Over 10 months, we launched a generative AI assistant that manages trips end-to-end: helps with search and booking, late check-ins, changes, baggage rules, travel documents and basic city information. Within six months of full rollout, the assistant was resolving 75% of eligible requests in self-service, inbound call and chat volume dropped by 43%, and average resolution time for common issues was reduced by more than 55%.
When Every Trip Question Becomes a Support Ticket
Before the program, travelers had to combine multiple sources: confirmation emails, static FAQs, third-party blogs and the contact center. Any non-trivial question about connections, baggage allowances, seat selection, name changes or cancellations almost always resulted in a ticket. Analysis showed that around 70% of inbound contacts covered a narrow set of topics—trip changes, baggage, payment confirmations, check-in and travel restrictions—yet less than 10% of these were successfully handled through existing self-service flows.
LeanCoded started with an interaction analytics phase, using data analytics consulting services to mine six months of chat, email and call transcripts. We clustered intents, sized volumes per scenario and identified resolution patterns that could be automated safely. Instead of building yet another FAQ or generic chatbot, we designed a travel-specific AI concierge that connects directly to booking data, fare rules and operational systems, using a combination of AI software development services, custom software development and domain-tuned conversational design.
From Static FAQ to AI Travel Companion
The new AI concierge was built around the traveler journey rather than internal systems. In the planning phase, it helps compare options, explains fare conditions in plain language and proposes relevant upsell items such as extra baggage or flexible tickets. Before and during the trip, it handles online check-in, digital boarding passes, reminders about gates and basic disruption information. When plans change, it guides customers through rebooking and cancellations based on real rules, not generic answers.
Under the hood, LeanCoded implemented a cloud-native architecture with a generative engine, intent recognition and orchestration layer integrated with the group’s booking engine, CRM and payment systems. Using ecommerce development services and custom software development, we exposed this capability across the mobile app and messaging channels without forcing a redesign of existing front ends. The assistant was designed to complete actions—change flights, add bags, buy seat upgrades—rather than just point to links.
Data-driven intent discovery and prioritization
Travel-specific conversational design
Integration with booking, CRM and payment systems
Personalized offers and ancillary sales
Continuous learning and governance
How LeanCoded Turned AI into a Real Travel Companion
The travel group did not need another channel to maintain; it needed a companion that actually reduced friction for travelers and workload for agents. LeanCoded combined AI, integrations and process changes so that the concierge became a normal part of planning and taking trips.
- Self-service for real trip changes
Travelers can change flights, add baggage, request vouchers and retrieve documents without calling the contact center, with the assistant executing end-to-end flows. - One experience across app and messaging
The same AI concierge works in the mobile app and in messaging channels, reusing context and history so customers do not have to repeat themselves. - Commercial upside built in
Personalized ancillary offers—extra bags, seats, insurance and transfers—are presented contextually, driving incremental revenue instead of generic upsell banners. - Operations see what guests really ask
Aggregated analytics on intents, failure reasons and channel usage give product and operations teams a clear view of what travelers struggle with and where processes need improvement.
Impact on Service, Revenue and Operations
Six months after full rollout across the main brands, the AI concierge was resolving around 75% of eligible information and transaction requests in digital self-service. Combined inbound call and chat volume to human agents decreased by 43%, while average resolution time for common issues such as baggage, confirmations and check-in was reduced by 58%. This freed agents to focus on complex disruption cases and high-value customers instead of answering the same questions repeatedly.
On the commercial side, personalized ancillary offers in conversational flows delivered a 24% conversion rate in pilot markets and contributed to a 7% uplift in ancillary revenue for participating routes. Guest satisfaction scores for digital support improved by 19%, and the share of travelers rating “ease of managing my trip” as high increased across key markets. By combining AI software development services, ecommerce development services, data analytics consulting services, custom software development and broader digital transformation services, LeanCoded helped the European travel group turn its mobile app into a true AI-powered travel companion rather than just another booking front end.