Case Study: SnapTravel handles 50,000 weekly customer conversations with Front

SnapTravel is innovating the hotel booking industry with Front & machine learning

SnapTravel is a messaging-first hotel booking service that turns SMS and Facebook Messenger conversations into personalized hotel deals. Faced with the challenge of handling huge volumes of customer requests without a large support team, SnapTravel uses Front (including the Front API and Front inbox) alongside machine learning to power a bot and centralize all customer messages and context.

Using Front’s API, inbox features, rules and tags plus a custom Front plugin, SnapTravel routes bot conversations, makes seamless bot-to-agent handoffs, and fuels its ML model with tagged message data. The result: SnapTravel handles about 50,000 conversations per week with just 30 agents, bot responses under a second, human responses averaging under 2 minutes, and measurable tracking of first response time, average response time and accuracy — all enabled by Front.

SnapTravel

Hussein Fazal

Chief Executive Officer