Case Study: Alterra Mountain Company achieves 90–95% self-service with Inbenta

Alterra Mountain Company - Customer Case Study

Alterra Mountain Company, which operates resorts and related hospitality and retail businesses, needed a way to reduce high call-center volume and repetitive inquiries (e.g., “Is it snowing?” or “How much is a ski pass?”). Their requirements were clear: a chatbot that integrates seamlessly with their existing contact platform, understands ski-industry terminology through natural language processing, and frees agents to handle more complex customer issues.

They implemented Inbenta’s NLP chatbot, which launched during the pandemic and immediately handled high query volumes while integrating with their contact center. The bot processed roughly 120,000 queries in 2020 and handled about 90–95% of interactions, delivering a ~96% self-service rate, rich analytics, reduced agent burnout, improved service levels, and a rollout across multiple resort sites.

Alterra Mountain Company

David Harrison

Contact Center Analyst