Travelbase: 30% Booking Growth with Conversational AI

The Problem

Travelbase runs highly specialised trips, and deep knowledge about each one sits with just one or two experts. That creates a bottleneck: when those experts are out in the field guiding trips, they're not sitting at a computer answering detailed customer questions.

Slow responses cost momentum and trust. And before Maya, their best people ended up stuck answering repetitive questions instead of doing what they're great at: designing trips and building relationships.

The team knew they needed a way to make their expertise accessible 24/7 - without pulling experts away from the work that actually creates value.

Why Maya?

Travelbase needed a solution built specifically for travel, and Maya was the only one they found that truly combines AI expertise with deep knowledge of the travel market.

What made the difference:

Travel-specific focus, the Maya team fully understands operational complexities
Multilingual support to serve their international customer base
Flexibility to work as both a customer-facing assistant and an internal knowledge database

"They speak our language," the team says. That mattered.

Results

Maya now serves as Travelbase's first point of engagement for travellers visiting their site - answering questions quickly, in any language, and taking significant pressure off the team.

But Travelbase doesn't see Maya as just a customer-facing tool. It's a knowledge database accessible to everyone: travellers researching their next adventure on the site and team members looking up trip details or brand information behind the scenes.

Since deploying Maya:

+30% booking growth in the Lapland Travel pilot, without adding headcount
35% lower handle time on emails in scope
Chat volume is climbing steadily
Team engagement with AI tools is growing across marketing and operations
Experts are freed from repetitive questions and can focus on trip design and relationship-building
Response times have improved dramatically, even when experts are in the field

We’re building a future where our administrative work is handled by technology, and creative work, trip design, and relationship-building is handled by people.

Maya is helping us get there, it enables our team to focus on what brings them energy and creates value for travellers.

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