Burgers’ Zoo eases reception workload with 80%
AI support for a better visitor experience and lower workload
Burgers’ Zoo welcomes over 1.1 million visitors annually. To serve everyone well, efficient communication is essential. However, the park faced a challenge: how do you ensure both visitors and staff are helped quickly and effectively, without the workload getting out of hand?
They were looking for a solution that was low-threshold and easy to use – even for colleagues without a technical background. That search led them to Watermelon. Since implementing the AI Agent, the workload at the reception has significantly decreased, especially during peak hours.
The AI Agent answers all questions coming in through the chat. Whether it’s about opening hours, appointments, or specific product inquiries – every online customer interaction is handled automatically. In practice, about 80% of these questions are answered correctly right away. The answers are so accurate that they require no extra follow-up or feedback from employees. Only in more complex or exceptional cases is human intervention still needed.
Overloaded reception and missed personal attention during peak hours
During peak moments, such as in the morning or during school holidays, the pressure at the reception of Burgers’ Zoo increases considerably. Visitors queue at the counter while at the same time the phone rings with standard questions about opening hours, ticket prices, or parking information.
Constantly switching between physical visitors and phone inquiries causes unrest, waiting times, and missed personal attention. Watermelon offers a solution: many of these recurring questions are now answered directly online by the AI Agent, allowing reception staff to focus on the visitors.
“Since we started using the AI Agent, we’ve noticed that visitors are helped faster and better – and we can focus our energy on what really matters: the park experience“
From skeptical to enthusiastic
Initially, there was some hesitation within the Burgers’ Zoo team about using AI. They feared losing the control they had with traditional chatbots based on predefined flows.
During onboarding, that attitude changed. Thanks to the clear explanation from Customer Success Manager Fleur and the collaborative testing process, trust grew quickly. Watermelon’s AI Agent proved to be accurate and natural in its responses.
A surprisingly strong addition
The AI Agent is now a permanent part of Burgers’ Zoo’s customer service. Employees noticed that they not only saved time, but actually gained more control over communication. This created space and confidence to use AI more structurally and broadly within the organization.
The technical and functional integration also went smoothly. Without programming knowledge, the team was able to build and train the AI Agent themselves using their own data, tailored to their tone of voice. Within one to two months, the Agent was live on the website. Thanks to the flexible structure of their website, Burgers’ Zoo chose to make the AI Agent visible only on specific pages — for example, on frequently asked questions, but not on educational content.
80%
answered automatically
1-2
months implementation time
24/7
available for customers
Smart technology with human control
Watermelon offers Burgers’ Zoo the ideal balance between automation and control. The Web Crawler ensures the AI Agent stays up to date with current information from the website, such as opening hours and pricing. Additionally, the team can enrich the AI Agent with supplementary knowledge, for example during temporary changes like events, detours, or seasonal campaigns.
The flexibility in visibility per page also contributes to a better visitor experience: the AI Agent is active where it’s relevant, such as on frequently asked questions pages, and absent in places where direct interaction is less needed. The real-time dashboard provides insights into the Agent’s behavior and performance, enabling quick adjustments and optimization.
More peace at the desk, more room for experience
The use of the AI Agent has visibly relieved Burgers’ Zoo. Employees handle fewer phone calls and routine questions, freeing up more time for their core tasks and personal contact with visitors.
For visitors, this means a smooth online experience: questions are answered quickly, and for more complex issues, they are immediately pointed in the right direction. No waiting times, no searching – just instant clarity.
The result? A calmer work environment, more satisfied visitors, and a customer service operation that effortlessly adapts to both busy periods and expectations. A smart step forward in digital hospitality.