Tourism VAN automates 95% of tourist questions

Challenges in the Citystores

Abel Michel, Online & Data Marketer at Tourism Veluwe Arnhem Nijmegen, manages multiple websites targeted at promoting the regions of Veluwe, Arnhem, and Nijmegen. Previously, visitor questions were handled via live chat by employees in the Citystores in Arnhem and Nijmegen. 'They couldn't always respond immediately, especially when it was busy in the store', Abel says. This often led to longer waiting times and sometimes frustrated visitors, making the overall experience less enjoyable. The need for a more efficient solution was therefore significant.

Automation with Watermelon

The implementation of Watermelon has significantly changed the way visitor questions are handled. 'With Watermelon's chatbots, questions initially are handled automatically', Abel explains. This means that simple and frequently asked questions are answered directly by the chatbot, with employees stepping in only when the chatbot cannot answer the questions. This allows visitors to be helped quickly, even during busy periods in the Citystores. Thanks to this automation, 95% of questions are automated, significantly reducing response time and improving service efficiency in the Citystore. Only a small amount of the questions still need to be handled by employees.

Diverse questions, one solution

The questions coming in via the chatbot are very diverse, and the chatbots can answer them all. This is one of the reasons Abel choose Watermelon. From events and hiking trails to restaurant and shopping advice, the chatbot has it covered. 'Questions can also be asked by, for example, German and English visitors, and we even see Arabic', Abel notes.

It's fascinating to see how the chatbot effectively handles questions in different languages, indicating that Watermelon offers an adaptable and multilingual solution. This multilingualism has contributed to increased satisfaction among international tourists and improved information accessibility for a wider audience. Currently, three different chatbots are used: one for the Citystore in Arnhem, one for the Citystore in Nijmegen, and one specifically for the ‘Nijmeegse Vierdaagse’ (an annual international walking event in Nijmegen), helping walkers find accommodation in the region.

Preparation and on-site support

Tourists who want to visit Arnhem or Nijmegen can plan their day in advance with the help of the chatbot. 'You can let the chatbot plan your program, with walking routes and nice restaurants', says Abel. This allows visitors to optimally prepare their visit and enjoy a well-planned day out. The chatbot not only provides support in advance but also remains available during the visit to the city, answering questions about opening hours, routes, and other tips directly. This level of continuous support significantly improves the visitor experience and makes a visit to the region even more attractive.

Watermelon as a strategic choice

Tourism Veluwe Arnhem Nijmegen choose Watermelon because of its adaptability and user-friendliness. 'Setting up the chatbot is quite simple. You can build and launch it in an hour and then continue to develop and optimize it', says Abel. This flexibility and speed make Watermelon a valuable tool for the team. Moreover, Watermelon is easy to adjust and expand, meaning that new information or changes can be quickly implemented without complex processes.

Results and impact

Since the implementation of Watermelon, 95% of questions have been automated, significantly reducing workload and increasing efficiency. This results in more efficient service and less frustration for visitors. Abel proudly shares that 'we can now help 95% of visitors directly', leading to an improved visitor experience. The time savings are also impressive: since the launch of Watermelon's chatbots, they have saved Citystore employees at least 200 hours, which is about 1.5 hours per day.

Conclusion

With Watermelon, Tourism Veluwe Arnhem Nijmegen has raised communication with visitors to a higher level. Efficiency and visitor satisfaction have improved, while employees save time and can focus on the visitors of the physical Citystore. 'Watermelon ensures that we can help tourists in multiple languages to visit the region', Abel summarizes.

The use of smart AI chatbots, based on GPT, is a strategic move that helps Tourism Veluwe Arnhem Nijmegen successfully promote the region. The collaboration with Watermelon has not only led to improved operational efficiency but also to a higher level of visitor satisfaction, ultimately contributing to a positive image of the regions Veluwe, Arnhem, and Nijmegen as tourist destinations.