Case Study: Omio achieves 62% automated FAQ resolution with Spectrm

Omio increases ticket sales with personalized destination guides and travel FAQ automation in Instagram DMs

Omio, a travel fare aggregator operating in 35 countries with 27 million monthly users, faced an overwhelming surge of customer questions during the COVID-19 pandemic and needed a fast, scalable way to automate FAQs, provide 24/7 self-service and free its care team to handle complex requests. To solve this, Omio partnered with Spectrm to deploy a Messenger-powered conversational assistant using Spectrm’s Conversational AI and Facebook Messenger integration.

Spectrm turned Messenger into a customer care channel, using NLP, quick replies and targeted landing pages to automate FAQs, route complex queries to agents, and scale into Spanish, Italian, French and German. The solution reduced support load and improved outcomes: 62% of people found answers via automation, 76% of Messenger openers interacted with the assistant, and 94% click-through rate for users sent to landing pages, demonstrating clear efficiency and engagement gains with Spectrm.

Omio