Homair deploys an AI voice agent in one month to handle call peaks from customers and prospects

Homair, like many players in the tourism industry, and the European Camping Group which owns the brand — Europe's leader in the sector — are focused on the performance of their bookings and the customer experience delivered during the booking process or stay. Homair operates two reservation centers in France, handling 2,000 calls per day, complemented by two outsourcers for overflow management. NPS is something of a religion in outdoor hospitality, and at Homair, it is taken very seriously. In order to respond without delay to both prospects and customers who have already made a booking, the company envisioned in 2025 that a bot — a conversational agent — could usefully handle customer interactions on certain phone flows. After consulting seven providers, they selected one. The MVP (minimum viable product) of the latter was already far more effective than those of its competitors, says Amadou Balde. Since its launch in late January, right in the middle of peak season, the AI-powered phone agent is doing the job — and doing it very well — with potential expansion to other brands within the group.

Amadou Balde, VP Data & Technology at ECG, shares his thoughts on the implementation of this project and the reasons that led him to bring this provider on board. Read more here.

In tourism, cruises, and car rentals, managing booking queues and those dedicated to prospects is essential to optimizing agent workload and customer experience. At Club Méditerranée, for example, a customer who has booked a stay contacts their agency an average of two to three times before departure, after having made the reservation, as the departure date approaches.