Key Highlights
80% Inquiry Resolution: Maven AGI successfully resolved 80% of hotel and restaurant partners inquiries directly through chat.
10× Faster Response Time: Reduced response times by a factor of ten, providing near-instant support.
Enhanced Partner Satisfaction: Partners experienced improved satisfaction with more efficient support interactions.
The Challenge
TripAdvisor, the world's largest travel guidance platform, serves millions of travelers around the globe. But beyond travelers, TripAdvisor also caters to a diverse network of businesses-hotels, restaurants, and experience providers-looking to reach potential customers. This B2B side of TripAdvisor faced several challenges in delivering effective partner support:
Diverse Partner Base: Business owners ranged from small restaurants in Belize to boutique hotels in Paris, each with different levels of technical expertise and resources.
Complex Communication Needs: Business owners needed assistance in multiple languages, and often with incomplete or vague questions that were difficult to understand.
Traditional Support Limitations: Relying on FAQs and email-based support led to delays, resulting in frustrated business owners.
“The perfect experience for our users is really personalized, accurate, helpful customer support is just one click away. To me, that's the ideal scenario for helping these small business owners get quick answers without having to dig for it”
Solution
To address these challenges, TripAdvisor partnered with Maven AGI to implement an AI-powered conversational platform that would:
Provide Instant Responses with Agent Maven: Enabled business partners to receive immediate answers without navigating cumbersome FAQ pages or waiting for email replies.
Learn and Improve with Agents Ops: Maven AGI learned and improved its responses with every interaction. By unifying information and identifying gaps, Maven provided personalized, relevant support that made complex actions simple for partners.
Deliver Advanced Understanding: Maven was capable of interpreting incomplete queries and responding effectively, reducing the burden on human agents.
“That is magical. It’s also game changing.”
Impact Highlights
80% Inquiry Resolution
Maven AGI successfully resolved 80% of partner inquiries directly through chat, providing accurate answers that allowed business owners to focus on their day-to-day operations.
Lauren Murphy, GM of Self-Service highlighted the seamless nature of Maven’s support:
"Our users don’t necessarily know it’s Maven behind the scenes—they just get the information they need instantly, and that’s part of the special sauce.”
10× Faster Response Times
Maven AGI reduced response times by a factor of ten, from hours or even days to just seconds, allowing partners to get on with their business faster.
Enhanced Partner Satisfaction
With faster and more accurate responses, partner satisfaction improved significantly. Business owners no longer had to navigate a confusing interface or wait for an agent—they got instant, easy-to-understand answers.
Nikta emphasized the impact on busy business owners:
“As a small business owner, you don’t want to figure out an interface—you just want to ask somebody. Maven makes it possible to get those steps very clearly, instantly.”
Optimized Human Resources
Maven AGI allowed TripAdvisor to optimize the use of human agents by freeing them from repetitive queries and enabling them to focus on more complex, strategic issues.“The fact that we can divide traffic between human responses and Maven means our agents can focus on complex situations—like new ownership verification—that require a deeper level of engagement,” said Lauren.
Unexpected Benefits
In addition to improving partner support, Maven AGI also served as an invaluable product research tool for TripAdvisor:
Insightful Data: Maven’s interactions provided detailed insights into customer pain points, enabling the team to identify areas for product development and bug fixes more effectively.
Rapid Iteration: The AI’s ability to learn and improve quickly led to rapid evolution in the quality of responses, benefiting both TripAdvisor and its partners.
Lauren shared:
"We now have a much better idea of where we should focus our efforts, thanks to the insights from Maven. The depth of information we’re getting is powerful and helps us move faster in product and engineering.”
Looking Ahead
TripAdvisor envisions expanding Maven AGI’s capabilities to further enhance partner experiences:
Multimodal Support: Incorporating visuals such as screenshots and videos to assist visual learners.
Proactive Assistance: Allowing Maven AGI to take direct actions, like updating listings on behalf of business owners.
"Wouldn’t it be great if Maven could say, ‘Hey, just send me the link to your menu, and I’ll take care of it for you’? That’s where we want to go—making things even easier for our partners.”
said Nikta Kanuka. And Maven will be there to build the future with you.