How Conversational AI boosts Lead Generation in the Travel Industry: A Case Study From Havas Voyages

"To gain market share, we have decided to partner with Kleio to deploy an end-to-end Conversational AI solution dedicated to Lead Generation. This collaboration has already boosted lead generation from our web channel through an engaging and personalized conversational experience, paving the way for a full AI-driven omnichannel purchasing journey" - Christophe Jacquet, CEO Havas Voyages

Havas Voyages is one of Europe's leading travel retailers, offering a comprehensive range of travel services and products to both B2C and B2B customers. With over 350 physical travel agencies across France, Havas Voyages generates more than 1 billion € in annual business volume.

To attract new customers, Havas Voyages already leverages its extensive physical presence.  To further drive revenue growth, the company recognizes the increasing potential of the web channel to rapidly connect prospects with its internal network of travel experts.

To embrace this opportunity, Havas Voyages partnered with Kleio to implement an end-to-end Conversational AI solution. Havas Voyages now offers an engaging personalized customer experience that generates a higher volume of qualified leads, identifies customer needs, recommends the best travel packages, and guides prospects to the optimal travel expert and conversion channel.

About Havas Voyages

• Tier 1 European Travel Agency
• 350 physical agencies
• 1,000 employees
• €1Bn+ annual business volume

Results & Benefits

• 200% increase in leads generated from the web channel
• Several tens of thousands personalized sales conversations conducted automatically and thousands of qualified leads generated over a 3-month period
• Up to 10 sub AI agents activated and orchestrated in real time
• Conversion of leads through Conversational AI in under 2 minutes
• Average of 10 questions & answers per conversation
• Replacement of a legacy Live Chat / Chatbot solution
• Plan to expand to additional entities of Marietton Group (parent company of Havas Voyages)
• Ongoing implementation of Kleio AI advanced product search engine allowing search and recommendation in natural language among tens of millions of products

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Scope & objectives

• Deploy Kleio’s Conversational AI to Havas Voyages’s desktop and mobile websites (hundreds of thousands unique visitors per month)
• Ingest product catalog based on TravelSoft’s Orchestra system, content management system (CMS), and FAQ documents
• Connect to Havas Voyages’s CRM to automatically record and transfer leads
• Qualify leads, route them to the right channel, and support their conversion with the following features:
  • Information gathering: lead qualification through a dynamic questioning based on predefined criteria and actual conversation
  • Product recommendation: recommend tailored products in the conversation, compare and select products
  • Information extraction: extract relevant information in a structured format to transfer it to a CRM
  • Customer service: provide answers to customers with their existing bookings
  • General: provide general purpose information about payment methods, booking policies, Havas Voyages company, etc.

Next steps

To capitalize on the increased volume of leads generated by Kleio's Conversational AI while maintaining an optimal cost-efficiency, Havas Voyages will further leverage the Kleio's solution to hyper-personalize the customer journey. 

Kleio AI will configure additional features, including:

1. Advanced product search and recommendation: based on natural language queries, recommend tailored travel options from the product catalog in the conversation
2. Lead profiling: Segment prospects according to their needs, allowing the appropriate prioritization and informed routing
3. Routing: Direct prospects to the best conversion channel (e-commerce, email, text message, phone call, in-person meeting) based on their profiles and needs
4. Quote preparation: Automatically pre-draft quotes for the most relevant products to be sent by Havas Voyages travel experts to prospects
5. Follow-up personalized messages: Automatically generate personalized follow-up emails and Text / WhatsApp messages based on previous conversations.