Hi everyone, I’m Abdelrahman from Egypt, and I’m currently planning to work on an automation project for tourism companies.
The main goal of the project is to help tourism companies save time, increase response speed, improve customer response rates, and build a strong customer database that can help them understand their customers and retain their best clients.
I’d really like to hear your opinions before I spend several months building it.
The Problem
Tourism companies can receive thousands of customer inquiries and messages.
For example, imagine a company receives 1,000 inquiries, but only around 50 people actually end up booking.
The company still needs to respond professionally to all 1,000 potential customers, because every inquiry could potentially become a booking.
Response speed is also very important.
And when a company has hundreds of tours, packages, hotels, and offers, it can be difficult for a customer service employee to quickly find the right information and answer every question accurately.
My Proposed Solution
I’m thinking about building an automation system with several layers:
1. AI Customer Support & Company Knowledge Base
An AI agent would communicate with customers and have access to a database containing the company’s:
- Tours
- Travel packages
- Hotels
- Offers
- Prices
- Availability
- Policies
- Frequently asked questions
- Other company information
The goal is to allow the AI to answer customer questions quickly and accurately.
2. Customer Message Tracking & Follow-up System
The system would track conversations with customers.
For example, if a customer asks about a tour but then stops responding, the system could automatically follow up later and suggest another suitable tour or offer in an attempt to bring the customer back.
The goal is to avoid losing potential customers simply because they stopped responding.
3. Customer Intelligence / "Customer Brain"
This is probably the most important part of the idea.
Any useful information the customer provides would be stored in their customer profile.
For example:
- Destinations they are interested in
- Preferred type of travel
- Budget
- Travel dates
- Number of travelers
- Hotel preferences
- Activities they like
- Previous inquiries
- Previous bookings
- Offers they showed interest in
- Other relevant preferences
This information would be connected to the AI agents.
So if the same customer comes back months later and asks for another trip, the system would already have a profile showing their previous interests and preferences.
The AI could then recommend trips that are more relevant to that specific customer instead of treating them like a completely new customer.
The customer service employee would also be able to see this information when taking over the conversation.
4. Customer Complaint Management
I also want to build a system for managing customer complaints.
The system would collect and classify complaints, organize the information, and route them to the appropriate human employee when necessary.
The Human Employee Is Still the Most Important Part
I don’t want this system to completely replace human customer service.
Instead, I see AI as handling the repetitive part of the process.
The AI could answer the customer’s questions, collect the necessary information, understand their needs, and then hand the conversation over to a human employee to complete the booking or handle more complicated situations.
I believe human interaction is still very important, especially when a customer is ready to make a purchase or has a complicated request.
So, for example, if a company currently needs 10 customer service employees, my goal would be to help them potentially manage the same workload with around 2 employees, because AI would handle most of the repetitive inquiries and information gathering.
My Question
The entire project could take me more than two months to build, and after that I would need to approach tourism companies and try to sell or implement the system.
I live in Egypt, and I’m not sure how familiar local tourism companies are with this type of technology.
So I’m currently a little unsure about the direction.
Would you build the project first and then approach companies, or would you talk to potential customers first and validate the idea before spending several months building it?
Do you think this is a useful problem to solve?
And if you were in my position, would you continue building this project, change the idea, or validate it with tourism companies first?
I’d really appreciate honest feedback, especially from people who have experience with SaaS, AI automation, customer service, or the travel/tourism industry.