/ Case Studies / Transforming Travel Management at Fox World Travel with AI: A Chatbot Solution for Enhanced Customer and Employee Experiences Case Studies Transforming Travel Management at Fox World Travel with AI: A Chatbot Solution for Enhanced Customer and Employee ExperiencesFox World Travel partnered with Concurrency to enhance their chatbot, by enabling it to process both unstructured and structured data, improving data retrieval and decision-making for travel managers. The solution increased the chatbot’s reliability, scalability, and accuracy, earning the company a prestigious industry award for its innovative approach.Critical IssueFox World Travel is a leading travel management company, recognized by Inc. as one of the Midwest Region’s Fastest-Growing Private Companies. With over 300 associates across the United States, Fox strives to reach global travelers and improve the customer experience of booking travel, including vacation travel, business travel and corporate meetings and incentives. Serving a diverse clientele, the company wanted to further their commitment to personalized service and innovative travel solutions.Their initial launch of Colby AI, an Artificial Intelligence personal assistant developed by Concurrency, only handled unstructured data extracted from PDFS, and not any structured data from SQL databases. The Fox World Travel team saw an opportunity to bring the power of Colby to travel managers at enterprises to quickly get answers to basic questions about travel data. The company came to Concurrency to seek out potential solutions and demonstrate their dedication to supporting travelers worldwide and investing in leading edge technology.our solutionConcurrency built Colby AI, an advanced intelligent chatbot designed to streamline and enhance vacation planning, corporate travel management, booking inquiries, troubleshooting, and data analytics. In this project, our team developed robust back-end services that effectively translate user queries into optimized SQL, facilitating efficient and precise data retrieval. To ensure comprehensive processing and validation of query results, Colby AI was integrated with Cognition, Fox World Travel’s Business Intelligence Suite, providing an additional layer of accuracy and reliability. As part of our commitment to scalability, the team also refactored the product’s codebase to support higher traffic volumes and optimize performance under increased loads. Furthermore, we implemented a variety of safeguards to mitigate the occurrence of AI hallucinations, thereby improving the chatbot’s ability to generate more accurate, reliable, and contextually appropriate responses. The project was powered by a cutting-edge tech stack, including Azure OpenAI, Python, and Domo, ensuring the system was both efficient and scalable.CLIENT QUOTE“Our vision for this project was to have our Colby AI platform transform how customers access data insights. Instead of sifting through graphs, spreadsheets, and pie charts, they can now simply ask for the information they need. It’s about making data accessible and actionable through natural conversation.““Concurrency surpassed my expectations in making this concept a reality that we can now share with our customers.” – Sam Hilgendorf, CIO, Fox World TravelThe resultsImproved decision-makingThe AI Agent provides enhanced, data-backed insights to their customers by leveraging advanced analytics and AI-driven technologies. By streamlining data access and presenting complex travel information in an easily digestible format, employees are able to offer more personalized, efficient, and strategic recommendations. The result was not only an improved customer experience but also a significant boost in operational efficiency.Improved reliability & scalabilityIncreased the reliability and scalability of the chatbot, by implementing key infrastructure and architectural improvements. These enhancements ensured that the chatbot could handle higher volumes of traffic, perform consistently under varying workloads, and deliver a seamless user experience regardless of demand. These upgrades also laid the groundwork for future expansion, positioning the platform for broader customer adoption across industries.award-winning productThe product’s exceptional performance and innovative features earned Fox World Travel a Magellan Award from Travel Weekly, recognizing their commitment to excellence and forward-thinking solutions. The recognition not only validated the hard work and dedication of the team behind the product but also underscored the company’s position as a leader in its field.