AI customer support agent · Tourism
Celebi answers your travellers’ requests, on every channel.
Celebi is the AI customer support agent built by Cloud Inspire for tour operators, travel agencies, hotels and activity providers. It brings emails, WhatsApp messages, your website chat and your social media into one inbox. It drafts an answer from your documentation. Your team approves it and sends it.
AI sorts. People decide.
- WhatsApp Claire M. 09:12
Is the airport transfer included in the 8-day tour?
Tour - Email J. Okafor 09:05
Can I change my departure date to 14 March?
Change
Draft suggested by Celebi
Hello Claire, yes: the airport–hotel transfer is included on arrival and departure for the 8-day tour. The driver will wait for you in the arrivals area with a sign showing your name.
Source: 8-day tour sheet, “Included” section
Requests come from everywhere. Your team cannot read them all.
A traveller writes by email, follows up on WhatsApp, then asks the same question in an Instagram comment. Each channel has its own inbox. The same questions come back every day, and high season overloads the team.
- Separate channels
- The same questions
- Inconsistent answers
- Seasonal peaks
All your channels in one inbox
Celebi connects your contact channels to a shared inbox. Each conversation keeps the customer’s history, whatever channel they use.
Your booking, contact and customer service addresses.
Your WhatsApp Business number, shared by the whole team.
Web chat
A chat window on your website, in your brand colours.
Messenger
Messages received on your Facebook page.
Direct messages on your Instagram account.
Forms
Quote and contact requests from your website.
How Celebi works
Setup takes three steps. You stay in control at every step.
- 1
You connect your channels and your documentation
We connect your channels to the shared inbox. You provide your tour sheets, terms and conditions, FAQ and procedures as PDF, Word, text or web pages. Celebi uses them as its knowledge base.
- 2
Celebi reads each message and drafts an answer
For each request, Celebi searches your knowledge base, writes a draft and shows the source document. It classifies the request and sends it to the right team.
- 3
Your team approves, then hands over simple requests
At first, Celebi works in Observation mode: its answers stay as internal notes that your agents review before sending. When you are ready, you allow it to answer simple requests on its own.
Built for tourism businesses
Celebi is configured for your business, your channels and your documents.
Tour operators
- Questions about the itinerary and what is included
- Quote and customisation requests
- Changes of dates and travellers
Inbound agencies and DMCs
- Requests from partner agencies
- Group and arrival follow-up
- Practical information about the destination
Hotels and lodges
- Availability and room types
- Check-in, check-out and services
- Special requests before the stay
Excursions and activities
- Seats left and schedules
- Meeting point and what to bring
- Rescheduling in bad weather
Transfers and transport
- Pickup confirmations
- Flight and pickup time changes
- Luggage and options
What Celebi does
Answers based on your documents
Each draft cites the sheet or procedure it comes from. Your agent checks the source in one click.
Handover to a person
When the answer is not in your documentation, Celebi does not make one up. It leaves a note explaining why and puts the request back in the team’s queue.
Sorting and routing
Celebi classifies each request (booking, change, complaint, information), sets a priority and sends it to the right team.
Response times tracked
You set your response time targets for your opening hours. Celebi flags requests at risk and prepares a draft before the deadline.
Backlog clean-up
On day one, Celebi lists the conversations left without a reply or without activity, so your team can deal with them first.
Dashboard
Request volume, first response time, most frequent topics, workload per team. Per-agent figures are off by default.
AI sorts. People decide.
Celebi is an assistant for your team. It does not replace your agents.
You decide when Celebi answers
By default, Celebi writes internal notes. It replies directly to travellers only if an administrator has allowed it.
Your data stays under your control
The platform is installed on your servers, with no inbound access from outside. The AI model can be a private model.
Nothing enters the knowledge base unreviewed
A person on your team always reviews a new knowledge base article before it is used.
Frequently asked questions
Which channels can Celebi handle?
Email, WhatsApp, chat on your website, Messenger, Instagram and your website forms. They all arrive in the same inbox.
Does Celebi reply to my customers on its own?
Only if you allow it. At first, Celebi writes drafts that your team reviews and sends. You can then allow it to answer simple requests on its own, inbox by inbox.
What happens when Celebi does not know the answer?
It does not guess. It leaves an internal note explaining why it hands over, and the request goes back to your team’s queue.
Which documents does Celebi need?
Your product or tour sheets, your terms of sale and cancellation, your FAQ and your internal procedures. Accepted formats are PDF, Word, text, Markdown and web pages. Answer quality depends on the quality of this documentation.
Where is the data hosted?
The platform is installed on your servers, with no inbound access. Conversations and the knowledge base stay with you.
Does my team have to change tools?
Your agents work in one inbox instead of several. Celebi adds its drafts, sorting and alerts to it.
How do I get started?
Book a demo with the form below. We review your channels, volumes and documentation together, then propose a starting scope.
See Celebi on your own requests
Describe your business and the channels you use. A member of the Cloud Inspire team will contact you to set up a demo.
Request sent
Thank you. The Cloud Inspire team will contact you to set up the demo.