Case Study

Enabling AI‑Powered Search and Self‑Service with a GenAI Bot for Travel Technology Users

Industry

Travel, Transportation & Hospitality (TTH)

Location

United States

Our Contributions

Our Contributions Generative AI, Conversational AI, Intelligent Search, Knowledge Automation, Cloud‑Native AI Solutions, API Enablement

Travel technology platforms manage vast volumes of knowledge content to support subscribers, partners, and users across products and services. As content grows, traditional keyword-based search often returns excessive and irrelevant results, forcing users to manually review lengthy articles and increasing their reliance on support teams.

To improve user experience and operational efficiency, travel technology providers are increasingly adopting GenAI-driven search and conversational interfaces that deliver precise, contextual answers, reducing support load while enabling faster, more intuitive self-service.

The Challenge

The client needed to enhance its search and self‑service capabilities across its digital platforms. Users were required to sift through long knowledge articles and large result sets to find relevant answers, leading to inefficiencies and increased reliance on support teams.

The inability to deliver concise, AI‑assisted responses through existing chat channels resulted in higher support case volumes, longer resolution times, and suboptimal customer experience, creating the need for an intelligent, scalable, and multilingual solution.

Our Approach

Coforge implemented a GenAI‑based conversational and search solution designed to streamline information retrieval, improve answer relevance, and reduce dependency on manual support.

GenAI Bot Implementation

Deployed a GenAI bot across key touchpoints, including the homepage, finder search, and case creation pages, enabling users to receive contextual responses directly within their workflow.

Automated Knowledge Pipeline

Built an automated pipeline to ingest and synchronize Salesforce knowledge documents into Google Cloud Platform, ensuring always‑up‑to‑date content availability for AI retrieval.

Flexible Architecture Options

Proposed two approaches based on business and technical analysis:

A no‑code GCP‑based solution enabling easy configuration, embedding creation, vector store management, and LLM selection through a graphical interface
A fully customizable platform using Python SDKs and Google’s Matching Engine for advanced control and UI customization

The client adopted the no‑code GCP solution for Phase 1, with plans to leverage the customizable platform in subsequent phases.

Impact to Date

The GenAI‑driven search and chatbot solution delivered measurable improvements in accuracy, scalability, and knowledge accessibility while reducing support burden.

13K+ Documents

Automated Knowledge Processing

11 Languages Supported

Multilingual Enablement

>90% Accuracy

AI‑Driven Answer Precision

Scalable APIs

Enterprise‑Ready Integration