Case Study: Hopper achieves scalable, automated customer support with Tonkean

Hopper scales customer support with automation

Hopper, an AI travel‑booking company headquartered in Montreal, moved from form‑based to Intercom chat support and quickly faced a surge in real‑time requests that required fast analysis, tagging, routing, and cross‑system actions. To avoid overwhelming agents with repetitive manual work and slow escalations, Hopper needed an automated way to classify conversations, gather information, and route tickets in real time.

Using Tonkean’s no‑code operations platform with NLP automation, Hopper automated conversation analysis, tagging, initial routing, and info‑gathering workflows for Intercom chats — even deploying COVID‑19 triage modules in hours when inquiry volumes spiked. Tonkean’s solution reduced manual agent tasks, enabled each agent to handle a higher volume of requests while preserving customer experience, and gave Hopper’s support operations the agility to adapt quickly to business disruptions.

Hopper