How Travelxp Achieved 30% Higher Retention with AI-Powered Engagement

Overview

Travelxp is transforming how modern travelers move from inspiration to booking. As a leading global travel and infotainment brand, it blends immersive content, experiential curation, and intelligent commerce to create high-impact travel journeys. With its unique content-to-commerce engine, Travelxp connects discovery with action — offering everything from binge-worthy shows to personalized holiday packages, flights, and hotel bookings. To meet rising expectations for seamless, AI-driven conversations, Travelxp partnered with Jio Haptik to elevate its multi-channel user experience and streamline the path from dream to destination.

82%
End-to-end automation
15%
Higher conversions with AI-powered web chatbot
30%
Increase in retention for All About Stays

Haptik is a fantastically committed team. They truly understand their business and they go really deep to understand their customer's issues.

mvs murthy
MVS Murthy,

Head – Marketing & Digital

Challenge

Travelxp faced several operational challenges stemming from manual processes, which led to inefficiencies in customer support. Instead the company wanted to deliver more efficient, customized travel experiences.

 

  • Manual support workflows slowed down the resolution of travel-related queries, leading to significant drop-offs and missed conversion opportunities.

  • High dependency on human agents for flight, hotel, and holiday package bookings disrupted the user journey, reducing engagement.

  • Generic recommendations for hotel and villa bookings failed to match the preferences, leading to incomplete user journeys and lower conversion rates.

Solution

Travelxp sought a conversational AI solution to aid its digital transformation efforts by automating query resolution, ensuring smoother bookings, and tailoring traveler experiences in real-time at scale. Partnering with Haptik, the company deployed cutting-edge AI chatbots across web, WhatsApp, and Instagram to boost operational efficiency.

 

  • All About Stays: Powered by Haptik’s AI chatbot, Travelxp launched All About Stays, an Instagram-based villa booking service, to provide personalized recommendations and automate the booking journey from inquiry to payment processing.

  • Automated Check-Ins on WhatsApp: Travelxp enabled air travelers to complete web check-ins using WhatsApp, avoiding long queues at the airport. The agent handover capabilities drive smoother handling of special requests and complex queries.

  • Web Chatbot Deployment: The AI-powered web chatbot personalized holiday package options, resolving 63% of traveler queries independently and escalating more complex issues to human agents.

PLATFORM
WhatsApp & Instagram
Use-Cases
Customer Support

The implementation of Haptik’s AI chatbot for multi-channel engagement has been a game-changer for Travelxp. It’s helped us streamline journeys, substantially improve response times, and personalize recommendations for higher conversions and customer satisfaction. Shifting from manual workflows to highly efficient AI-driven processes has transformed traveler engagement across Travelxp’s channels, ensuring our services are aligned to meet evolving customer expectations and positioning us at the forefront of travel service innovation.

Tanay Chothani 11
Tanay Chothani

CEO of Travelxp

End Result

The collaboration with Haptik and integration of AI-powered chatbot helped Travelxp to reimagine travel experiences and boost efficiency through automation. The travel and infotainment brand not only launched All About Stays, it achieved 30% higher retention through AI-powered engagement and personalization. Additionally, automated price matching enabled Travelxp to increased its conversion rate for hotel and flight bookings by 15%. The case study is testament to how travel brands can level up their ROI and amplify repeat rate through effective AI-driven personalization at scale.