How Leisurelands Automates 95% of Customer Questions

Leisurelands’ customer service is largely handled by one employee, with colleagues providing support during peak periods. Especially at the start of the outdoor season and during season pass sales, the workload could increase significantly. Many visitors asked the same questions about parking, season passes or the rules at a recreational area.

After switching to a new parking system, the number of questions increased even further. The inbox kept filling up, leaving less time for other work. Since many of these questions were simple and repetitive, Leisurelands saw a clear opportunity to automate them.

‘You close your laptop at the end of the day and start all over again the next morning. It constantly feels like you’re already 2-0 down before your workday has even started.’

While looking for an AI solution, Eline, Marketing and Communications Manager at Leisurelands, got in touch with Dennis from Burgers’ Zoo, which was already using Watermelon. She visited the zoo to get a behind-the-scenes look and hear firsthand about their experience with the implementation and day-to-day use of the platform.

The combination of this recommendation, the demo and the personal approach ultimately convinced Leisurelands. The team was able to test the platform themselves and felt from the very first conversation that Watermelon genuinely thought along with them about their specific situation.

Setting up AI Agent Leila was quick. Leisurelands already had a brand book, site regulations and extensive information on its website, which could be added directly as sources. Within approximately one week, Leila had been configured to communicate at B1 language level and was ready for the first internal tests.

The launch was delayed by a technical conflict with Cookiebot on the website. Once this external issue had been resolved, Leila could go live. The team was so relieved that they celebrated her ‘birth’ with cake and traditional pink Dutch birth sprinkles.

‘It was really easy and intuitive to use. She was basically ready for the first tests within about a week.’

Leila now answers questions about parking, opening hours, season passes and the rules at different recreational areas. She can also retrieve location-specific exceptions from Leisurelands’ documents. For real-time information, such as wildfire risk, she directs visitors to the appropriate page.

Through the Shopware integration, Leila can also answer personal questions about season passes, such as their validity period or the vehicle registration number linked to them. German-speaking visitors are automatically assisted in German. Leisurelands estimates that Leila now answers around 95% of questions correctly and independently.

Customer service is closed during the weekend, while that is exactly when many visitors use Leisurelands’ recreational areas. Today, 42% of conversations with Leila take place outside office hours. This means visitors receive immediate answers in the evenings, at weekends and on public holidays.

At the same time, the team has more time for complex questions that require personal attention. Instead of repeatedly answering the same questions about parking, barbecues or season passes, employees can focus on situations where personal contact truly adds value.