AI voicebot handling customer needs and upselling additional services

Pelican Travel is the largest Slovak travel platform. Most reservations are handled online, but for changes, cancellations, or baggage inquiries, customers prefer to call. Phone support, however, is both staff- and cost-intensive. The situation escalated during the COVID-19 pandemic, when the customer support line collapsed under the flood of calls. Pelican faced overload, low efficiency in handling requests, and a lack of oversight over priority cases. They needed a solution to ease the burden on the team, improve workflow organization, and enhance support availability.

In cooperation with Feedyou, Pelican deployed AI voice assistants that gradually took over routine requests, streamlined call handling, and enabled proactive customer outreach. Thanks to smart IVR and improved caller verification, verification success increased from the original 65% to over 92%, dramatically reducing the number of escalations. Outbound campaigns opened new sales opportunities – for example, offering flight insurance achieved a conversion rate of 16.3%. This gradual and sustainable approach improved support availability, reduced the load on the contact center, and paved the way for further innovations.

Project owner Pelican Travel defined the needs and provided domain expertise. Customer support operators helped design scenarios and test the solution. End clients provided feedback. Feedyou handled solution development and integration, including language localization and system connections.

Microsoft Azure, JavaScript, Node.js, React, Cypress, LangChain

C-level management

Full implementation

Supplier

Improved availability of customer support (voicebot handles calls 24/7, including weekends and holidays). Higher quality of communication – customers don’t need to navigate IVR trees, they simply state their request. Clearer organization of contact center work (request prioritization, ticketing). Better customer experience – shorter wait times, clear and consistent information. Proactive communication opportunities (outbound campaigns with insurance, accommodation, transfers). Evolutionary deployment = less strain on internal teams and clients, smoother adoption.

Caller verification success increased from 65% to 92+%
Outbound voicebot: 16.3% conversion, up to 20% for insurance
Decrease in escalations to customer support
Thousands of calls per month handled without team expansion
Automatic routing of requests in the local language based on the market

Step-by-step evolutionary deployment (minimal burden for team and customers)
Strong collaboration between Pelican and Feedyou teams
Clear priority on key scenarios (caller verification, request routing, outbound campaigns)
High-quality language processing and localization
Client openness to innovation and willingness to test new approaches

Overloaded support line during crises (e.g., COVID-19) → solved with automation and prioritization
Low caller verification success (originally 20–30%) → solved by switching to numeric codes (92+%)
Customer concerns about talking to a voicebot → resolved through natural language interface and combination with live agents
Integration with existing systems (CRM, helpdesk) → solved with phased introduction and small-scale testing

Start evolutionarily, not revolutionarily – test solutions in smaller steps.
Pay attention to user experience – the voicebot must communicate naturally and simply.
Focus on measurable scenarios with clear added value (verification, upsell, automation).
Plan for maximum value by combining AI + live agents.
Do not neglect localization and language quality, especially in international environments.