Case Study: Tripadvisor's Vesper voice AI scores 90% sentiment, live in 2.5 months with Cognigy
Key results
The challenge
Tripadvisor Group wanted to automate post-booking customer service calls in its telecom services operation while maintaining a high-quality customer experience. It set clear business objectives before building any AI.
The solution
Tripadvisor built an AI voice agent named Vesper on Cognigy with a core build team of eight people, focusing heavily on conversational design.
“It all starts with the conversation, the customer. You have to start with a business problem. Then 80% of your work is what we've called conversational design.”
DFDavid FoxSenior Director of Global Telecom Services, Tripadvisor Group
The results, in context
Tripadvisor's Vesper voice agent achieved a 90% positive sentiment score versus 71% for human agents on comparable interactions. The team went from concept to first live automated calls in 2.5 months, saving roughly 2 minutes of agent time per call.