A Querlo Use Case in Large-Scale Digital Transformation
Across the travel and hospitality industry, the shift toward digital self-service has reshaped how people plan, compare, and book their journeys. Now imagine applying this shift to one of the world’s largest cruise and vacation companies, a corporation operating a global fleet, serving millions of passengers every year, and recognized as a leader in international leisure travel.
With customers exploring hundreds of destinations and thousands of possible itinerary combinations, providing clarity and guidance had become a strategic priority. The company knew that modern travelers expect instant answers, tailored suggestions, and a smoother way to navigate decision-making. Their goal was ambitious: elevate the entire online user experience through intelligent conversation.
That’s where Querlo stepped in.
The Challenge: Simplifying Complexity for Millions of Travelers
This multinational travel brand operates a global footprint across multiple continents, catering to a diverse audience ranging from first-time cruisers to seasoned loyalty members. Yet the complexity of their offering posed several challenges:
- Users struggled to compare itineraries across dates, ships, and regions
- Many could not easily understand which trips best matched their preferences
- Booking modifications often required navigating multiple pages or contacting support
- Loyalty program details were difficult to access and interpret
The leadership team sought a user-friendly, scalable solution that could support customers before, during, and after the booking process, without overwhelming them.
Querlo’s Solution: An Intelligent Digital Assistant Built for Travel at Scale
Querlo partnered with the company to develop a Proof of Technology demonstrating how conversational AI could enhance the customer journey. The resulting digital assistant worked as an always-on travel concierge, designed with three objectives: understand, guide, and support.
1. Real-Time Understanding of Traveler Preferences
The assistant interpreted natural-language inputs, such as preferred destinations, travel periods, trip length, activities, or budget, to narrow down options instantly.
2. Personalized Recommendations
Rather than sifting through hundreds of itineraries, users received curated suggestions tailored to their needs.
3. Seamless Path to Booking and Account Support
Customers could retrieve, edit, or renew reservations through the assistant, reducing friction and minimizing customer support requests.
4. Knowledge on Demand
Using conversational AI, including Generative Ai and natural-language understanding (NLU), the assistant answered questions about programs, amenities, onboard experiences, and loyalty benefits—turning static FAQs into dynamic, helpful dialogue.
The result was a guided, human-like experience integrated into the company’s existing digital ecosystem without requiring intrusive redesigns.
The Results: Engagement, Confidence, and Higher Satisfaction
- Higher engagement rates across key site pages
- Stronger user confidence when making travel decisions
- Increased clarity in exploring itineraries and loyalty benefits
- Greater satisfaction post-booking, due to the ease of finding accurate information
For a brand operating at global scale, these outcomes demonstrated how conversational AI can drive both operational efficiency and deeper customer trust.
A Blueprint for the Future of Digital Customer Experience
This project is one of several successful use cases delivered by Querlo, showcasing how conversational AI and digital employees can reshape user journeys across industries.
The lesson is universal:
When expert content, structured knowledge, and AI meet, customers no longer browse, they are guided. They no longer guess, they understand. And they no longer feel alone in the decision-making process—they feel supported.
As more companies explore digital transformation, the model implemented with this global travel leader serves as a roadmap for organizations seeking smarter, more intuitive, and more human digital experiences.
If you’d like to learn more, feel free to contact us at info@querlo.com or visit www.querlo.com to chat directly with Querly, our Digital Assistant.
