Rara Avis Travel revolutionised its customer service by implementing Agentforce, with an AI-powered agent to automate tour enquiries, significantly improving efficiency and customer engagement.
Rara Avis Travel curates unique travel experiences in Mongolia, focusing on immersive tours and personalised itineraries. ‘Rara Avis’ means a rare moment, and the company aims to provide exceptional customer journeys from the initial inquiry to post-tour support.
Before implementing Salesforce, Rara Avis Travel faced challenges in efficiently managing customer enquiries and qualifying leads for both standard and custom tours. Manual processes for answering common questions about travel packages and tours often led to delays and a less-than-optimal customer experience. The absence of automated pre-qualification for custom tours meant that valuable time was spent by sales reps on initial vetting, rather than on focused engagement with high-potential leads. Furthermore, a lack of structured data and test scripts for existing service agents hindered any improvements or expansion for the service team.
At Rara Avis Travel, we believe that technology should amplify the human touch rather than replace it. By adopting Agentforce, we’re not only responding faster to our guests’ questions but also creating space for our team to focus on curating meaningful journeys in Mongolia.
Nyamsuren ErdenebayarGeneral Manager, Rara Avis Travel
Rara Avis Travel partnered with Skie, a Salesforce partner, to transform customer interactions with Agentforce. A ‘Rara AI Agent’ was deployed, to provide service interactions on their website.
The Rara AI Agent is designed to answer questions about travel packages directly on the Rara Avis Travel website. This AI agent leverages a defined knowledge base, built from PDF documents about individual tours, allowing it to provide instant, accurate responses to customer queries. When a customer initiates a chat, the Rara AI Agent can:
Rara Avis Travel is using Salesforce Service Cloud to power its customer service operations, providing a robust platform for managing enquiries and support. Agentforce powers a self-service AI agent integrated with Service Cloud, enabling seamless digital engagement with customers. This new deployment controls the chat branding and how the component displays to the customer, ensuring a consistent user experience. Through this digital channel, the AI agent is available and online 24/7 on the Rara Avis website, allowing customers to initiate conversations easily in English.
For more complex requests, Agentforce intelligently pre-qualifies individuals for custom tours and escalates them to human agents as leads within Salesforce Sales Cloud. The system creates records in Salesforce of each location and partner, categorises tours and activities, and sets up Sales Cloud to manage leads, contacts, and opportunities. The data structure within Salesforce includes objects like Lead, Account, Contact, Opportunity, Product, Tour, Booking, and Attendance, ensuring a comprehensive view of customer interactions and bookings.
Agentforce also plays a crucial role in case management, a core function of Service Cloud. It can find customer cases by account details, create new accounts if none exist, and find all cases for a contact. After managing the customer’s enquiries, the AI agent advises the customer directly of next steps, and switches to the case management topic to create a case for a human team member to action a booking. This ensures a seamless handover and consistent service delivery. Post-tour, automated emails and surveys can be triggered, setting up a continuous feedback loop within the Salesforce ecosystem.
The implementation of Agentforce with Sales Cloud and Service Cloud has been a game-changer for our customer interactions. It allows us to provide immediate, accurate information and efficiently guide our customers through their travel plans, whether they're looking for a quick answer or are ready to book their dream trip.
Tuvshin ErdenebaatarCEO, Rara Avis Travel
As Rara Avis Travel expanded, it became clear that their internal communication needed a significant upgrade. Project planning, which was previously scattered across WhatsApp and Messenger, was inefficient and disjointed. To centralise communications and improve team collaboration, Rara Avis Travel implemented Slack.
Now, every team member has enhanced visibility into ongoing projects. Queries are resolved more quickly and with greater transparency, ensuring everyone is on the same page. Furthermore, by integrating Slack with their CRM, the Rara Avis Travel team can access essential customer data instantly, further streamlining their internal communications and project workflows.
Salesforce provides Rara Avis Travel with a comprehensive platform that not only enables the deployment of an intelligent AI agent through Agentforce, but also seamlessly integrates sales and service processes through Sales Cloud and Service Cloud. The ability to define granular permissions for the AI agent ensures sensitive data is protected by the Einstein Trust Layer, while still providing necessary information to customers. The iterative project delivery framework introduced by Skie ensured a structured and adaptable implementation, leading to a robust and scalable solution for Rara Avis Travel. And Slack ensures the team doesn’t miss a beat in sharing project updates and team communications. With Salesforce, Rara Avis Travel is now poised for international expansion, providing seamless 24/7 support to customers across the globe.
