How Alcobendas handles 8,000 international tourists in July at no additional staffing cost
High influx of international tourists, an overwhelmed office in summer and no post-visit data. The AI chatbot solved all three problems at once.
post-visit NPS score
The challenge
The challenges that led this entity to seek a comprehensive solution.
Office overwhelmed in high season
In July and August, the tourism office received a volume of enquiries impossible to handle with available staff, creating waits of up to 45 minutes.
International tourists without service in their language
Staff could only assist in Spanish and basic English. German, Japanese and Arabic tourists were left without adequate information.
No post-visit experience data
There was no post-visit tracking system. The council had no way to measure real satisfaction or retain tourists who had already visited.
The solution implemented
Tourism 360 modules deployed in this project.
A multilingual chatbot was deployed on the municipal website and two 24h kiosks at main entrances. The tourism web portal was redesigned with content in 12 major languages. The CRM began capturing visitor data for return campaigns.
Implementation timeline
The results
At 12 months after implementation
enquiries handled in July at no additional staffing cost
languages active from day one
more visitor records vs previous year
post-visit NPS score (sector average: 52)
Before / after comparison
“The chatbot serves German, Japanese and Arabic tourists without anyone on my team having to intervene. It's like having 20 people working.”
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