Case Study: Hopper scales phone support with PolyAI

How Hopper scales phone support to millions of customers with PolyAI

Hopper, the travel agency serving customers in over 100 countries, needed a better way to handle complex travel inquiries over the phone with instant, consistent support. To improve accessibility and deliver resolution-focused phone service, Hopper partnered with PolyAI and its conversational AI voice assistant.

PolyAI implemented a generative AI voice assistant integrated with Amazon Connect to answer FAQs, route calls, and transfer complex issues to agents with context. The result: PolyAI fully resolves 15% of Hopper’s inbound calls, provides 24/7 immediate support, and helps Hopper scale phone service while improving contact center efficiency and maintaining a strong customer experience.

Hopper

Jo Lai

VP of Customer Experience