Runners Adventures
One of the leading experience providers in the Americas
The Problem
With operations spanning in five key regions, the team serves international travellers looking for outdoor experiences connected to the country’s tropical nature.
As demand increased over the years, especially during peak travel periods, customer inquiries rose sharply across website chat, WhatsApp, and email.
Many of these requests are time-sensitive and highly repetitive: confirmations, pickup logistics, tour inclusions, and common pre-tour questions.
Runners Adventures deployed Coco, an AI agent powered by Maya, to unify these channels and automate repetitive operational conversations, while maintaining a clear path to a human team member for exceptions and special cases.
The challenge: three channels, one repetitive workload
Before Coco, their operational team was overloaded, with many tasks on their hands and little time to perform them all.
They also had a live chat setup that relied heavily on human availability, making it difficult to maintain consistent responsiveness during high-demand periods.
Why Maya?
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The goal was to achieve the following:
- Improve responsiveness outside working hours
- Reduce the operational workload tied to repetitive questions and confirmations
- Keep answers consistent across web, WhatsApp, and email
- Preserve human oversight for exceptions and operational edge cases
The solution: one AI agent across Website, WhatsApp, and Email
Runners Adventures implemented Coco (powered by Maya) as a single operational layer across:
- Website chat (replacing the previous live chat experience)
- WhatsApp (a traveller-native channel for fast support)
- Email (to support confirmations and recurring operational replies)
Integration: connected to the right sources
Coco was connected to Runners Adventures’ relevant sources, including:
- The Runners Adventures website, to provide answers aligned with the content travellers see online.
- Their reservation systems, to support operational workflows such as confirmations and logistics-related requests
This ensured that responses were both consistent and operationally useful.
Results
A unified AI agent, not just another chat widget
For tour operators, the cost of slow or inconsistent answers isn’t just customer frustration, it’s operational disruption: last-minute clarifications, missed details, and avoidable manual work.
Runners Adventures didn’t simply add a chat widget. They deployed a single AI agent, Coco, to unify three customer channels and automate repetitive operational tasks, while preserving a clear path to humans for exceptions.
Outcomes
What changed: speed, consistency, and fewer operational errors
During peak periods, the team described operations as “weeks that were intense and demanding.”
With Coco supporting three channels, the team reduced repetitive back-and-forth and protected time for higher-value work.
"Maya's agent, Coco, took over the repetitive, time-sensitive work our team used to juggle by hand, pickup times, hotel exceptions, after-hours replies. Pickup coordination in particular has been running very smoothly: even when our reservations team sent the wrong time, Coco had the right one.
It's freed our people to focus on the guests in front of them."
Nadya Medrano, E-Marketing Manager @ Runners Adventures
Operational impact highlights for Runner's adventure:
- Omnichannel consistency: the same brain answers recurring questions across web, WhatsApp, and email.
- Email ops support: Coco helps draft operational replies and confirmations, supporting the team’s daily workflows.
- Fewer manual mistakes: in pickup-time confirmations, the team reported cases where Coco helped catch discrepancies, providing the correct pickup time when a manual message had the wrong one.
- Human control for exceptions: Coco handles the base case; the team decides when exceptions apply (e.g., hotel edge cases and pickup rules varying by location/operations).
Discover the impact of Maya
for our clients
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