NKC Creates AI Travel Companion for Campers

A reliable travel partner for campers

As the largest camper association in the Netherlands, NKC is committed to supporting members at every stage of their journey. 'We aim to be the digital travel companion for our members, ready to answer questions anytime', says Erik Hilhorst, data analyst at NKC. Whether it's advice on repairing a camper, choosing the right insurance, or information on toll roads abroad, NKC assists its members effortlessly. With Watermelon, the organization can now quickly respond to questions even outside office hours, which is essential as over 40% of chatbot interactions occur outside regular business hours.

The road to AI: A new customer experience

For NKC, implementing AI was a logical step, though the transition was exciting. 'We mainly wanted to offer a personal yet efficient service', Erik says. NKC saw the potential with Watermelon to achieve this, starting simply with the AI chatbot and gradually expanding it.

'The initial version helped us tremendously by handling simple queries.' 'Our old tool was clunky and rigid, while Watermelon offers the flexibility and simplicity we needed.' 'One of the best things about Watermelon’s software is that we can make changes ourselves without technical knowledge and see immediate results.'

The personal connection made the difference

NKC was not only drawn to the technology; the personal approach of Watermelon also played a role. 'We immediately noticed that, as a Dutch company, Watermelon really aligned with our needs and culture', explains Erik. After an intensive search process, NKC chose Watermelon for its user-friendliness and support from the team. 'You always have direct lines, and that makes a difference: Where another provider might take months to implement, we were live in minutes.'

More than customer contact: The digital travel companion

With the AI chatbot as a 'digital travel companion', NKC aims to actively inform members during their travels. For campers, this means a reliable service whenever and wherever they need it. 'The chatbot even assists campers on weekends with practical matters like route information and foreign regulations', Erik shares. By equipping the chatbot with a comprehensive knowledge base and aligning it with NKC’s communication style, NKC now offers a personal and functional customer experience, available 24/7 to any member with questions on the road.

Fewer peak moments and a calmer department

Each October, NKC receives many membership renewal or adjustment requests, creating peaks in phone and email traffic. With the AI chatbot, these times are now much calmer. The chatbot handles an average of 1,500 conversations per month and efficiently answers frequently asked questions about memberships, significantly reducing phone calls. 'The simple questions are now answered directly by the chatbot, saving us a lot of work during busy times', Erik notes.

The flexible knowledge base as the key to success

The NKC chatbot is continuously updated with new information. NKC staff are regularly involved in improving the chatbot. 'With feedback from our contact centers, we easily adjust instructions', says Erik. This keeps the chatbot evolving with the organization and better aligns with current member inquiries. The quick updates make it easy for NKC to add specific information, greatly enhancing user convenience.

Future growth and expansion with AI

NKC has ambitious plans for the future. The success with Watermelon has inspired the organization to further invest in AI solutions, such as a personalized travel assistant and smart integrations. The team is currently working on deploying the chatbot in multiple places on the website to maximize value from Watermelon’s software.

With Watermelon, NKC has not only increased accessibility but also improved the quality of customer contact. Campers now have a reliable digital assistant that supports them in all situations. The partnership with Watermelon demonstrates that AI can be a valuable addition for associations aiming for optimal customer experiences.