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A leading travel technology company sought to transform how accommodation providers connect with their guests. With over 800 000 properties available through their booking platforms, the stakes were high, but the existing AI solution wasn't delivering. Frequent inaccuracies frustrated users and undermined trust. Master of Code Global stepped in to build something better – a virtual assistant that actually works and satisfies travelers. Here's how we achieved this.
Henrique Gomes
CX & CD Team Lead
From a conversational design point of view, booking is one of the most challenging use cases to get right. Users need to provide multiple pieces of information like destination, dates, and preferences, while the system must constantly confirm availability and adjust the flow. This creates a lot of back and forth that can easily become frustrating if not well designed. What makes this project stand out is how Generative AI allowed us to turn that complexity into a more natural experience. Instead of forcing users through rigid steps, we enabled them to express what they want freely, while the system accurately understands and captures that data in real time. Today, most conversational channels also support rich UI elements like date pickers, carousels, and image cards. These make it possible to blend conversation with visual support, for example by showing hotel options, prices, and images directly in the chat. When combined with strong conversation design and GenAI, this creates a much more intuitive and user-friendly booking journey.
The client operated a suite of booking engines used by hoteliers across multiple continents. Their vision was ambitious: deploy a GenAI chatbot that could guide travelers through every stage of their stay. Before arrival, during their visit, and after they checked out.
But there was a problem. The AI solution they had in place wasn’t cutting it. The bot produced hallucinations from time to time – confident-sounding responses that were simply wrong. Often, room availability data didn’t match reality. Booking confirmations contained errors. And the conversation flow felt robotic, failing to anticipate what users actually needed.
Beyond the technical gaps, the company lacked internal expertise in conversation design. They understood travel technology inside and out. Building intuitive, human-like chat experiences? That required a different skill set entirely. They needed a partner who could bring both AI proficiency and deep conversational know-how to the table.
Master of Code Global built a multilingual GenAI chatbot that delivers accurate hotel information, processes bookings in real time, and supports guests throughout their entire travel experience.
Rather than patching the old system, we engineered a solution where accuracy and user experience work hand in hand. The result is a Generative AI tool that feels natural, responds reliably, and actually helps people book hotels.
Here’s what we delivered:
Real-Time Availability Search with Zero Guesswork: We connected OpenAI’s generative capabilities directly to live hotel inventory systems. When guests ask about room options in a specific city for specific dates, they receive answers that reflect actual availability at that moment. No outdated information. No confident-sounding responses that turn out to be wrong.
Seamless In-Chat Booking for All User Types: The entire reservation process happens within the conversation. Guests search, compare, select, and confirm without jumping to external forms or separate websites. The system distinguishes between registered users and first-time visitors, applying appropriate authentication while keeping the experience frictionless for everyone.
Multilingual Capability Across Four Markets: The chatbot communicates fluently in English, Spanish, Italian, and French. This goes beyond simple translation – each language version maintains natural phrasing and cultural context, so a traveler in Lisbon receives the same quality interaction as someone booking from Chicago.
Intelligent FAQ Handling with Contextual Awareness: From cancellation policies to amenity details, the bot fields a wide range of guest questions. But unlike rigid FAQ systems, responses adapt to context. A query about late checkout triggers different information depending on whether the user holds an active reservation or is still exploring options.
User-Centric Conversation Design Built for Real Scenarios: Every dialogue path was mapped, tested, and refined through extensive simulations. We stress-tested the system against confused travelers, last-minute booking changes, and edge-case requests, identifying weak points before they could affect actual users.
Secure Integration with Existing Infrastructure: The chatbot connects seamlessly to the client’s backend systems – serving a network of 35,000+ travel agency partners – through secure API integrations. This foundation supports real-time data access while maintaining the security standards that partners and their customers expect.
