Case Study: Manawa achieves 80% AI chat resolution with Alhena AI

How Manawa Uses AI to Streamline Support & Travel Recommendations

Manawa, a travel and outdoor activities booking platform, faced significant challenges managing high volumes of customer inquiries, especially during seasonal surges. Their support team was stretched thin by repetitive questions and a heavy reliance on phone support, making it difficult to scale efficiently without constant hiring. To address this, they turned to the vendor Alhena for its AI solution.

By implementing Alhena AI, Manawa enabled the system to pull live data from its website to provide accurate, multilingual responses. This solution resolved 80% of chat inquiries, slashed average response times from 40 minutes to under one minute, and reduced the support team's workload by 43%. These improvements led to a higher customer satisfaction score and a 47% drop in phone volume, allowing agents to focus on more complex customer needs.

Manawa

Lina Dziaugyte

Customer Support Lead