See London By Night Customer Service Chatbot

See London By Night is a well-established part of the London tourism landscape, running daily evening open-top bus tours of the famous London sights. The business started in 2008 with the goal of becoming one of London's unique tourist attractions and has grown steadily over the years.

As a respected London tourism business, See London By Night has daily conversations with hundreds of customers from across the world via a variety of mediums. Spider Byte first approached them in 2016, and it quickly became clear that the same questions were being asked of the customer service team every day across a number of digital and non-digital channels.

The goal was to reduce these repetitive interactions by giving customers an easy way to get the information they needed 24 hours a day, seven days a week, while also capturing customers who were leaving digital channels without purchasing tickets. We built a mobile-first chatbot using Dialogflow, launched via Facebook Messenger, and after a year in production it has been responding well, with four out of five customer queries answered correctly.