Customer Matching

Project Overview
Industry: Hospitality & Travel
Scope: Hotel chain with group tours and solo traveler matching services
Project Duration: 6 months
Team Size: 2 AI Engineers, 1 Data Scientist, 1 Community Manager, 1 Product Manager
The Customer Matching AI Solution is designed to enhance travel experiences by intelligently connecting individuals with compatible travel companions and facilitating the formation of cohesive travel groups. This innovative system leverages artificial intelligence to understand individual traveler preferences, interests, and travel styles. It then uses this information to suggest suitable matches for various trips or activities, ensuring a higher likelihood of shared experiences and enjoyable journeys. The AI employs advanced algorithms to form groups based on common travel goals, destinations, and activity preferences. This approach helps to create harmonious travel groups, reducing potential conflicts and enhancing the overall group dynamic. The solution also connects travelers based on specific interests, whether it's adventure sports, cultural exploration, culinary tours, or relaxation, fostering a sense of community among like-minded individuals. Furthermore, the system provides a compatibility score for potential matches, empowering users to make informed decisions about their travel companions. A secure in-app communication platform is also provided, allowing matched individuals or groups to plan their trips, discuss itineraries, and get to know each other before embarking on their journey. For travelers, this solution offers numerous benefits, including enhanced travel experiences through shared adventures and new friendships, increased safety and comfort when traveling with compatible companions, and the opportunity to explore new destinations and activities with like-minded individuals. It also helps to reduce planning stress by enabling the formation of groups with shared interests and responsibilities, and provides access to a global community of travelers, fostering connections and cultural exchange.
Client Feedback
Guests loved connecting with others who shared their interests. This feature makes our hotels more than just a place to stay — it creates a community.
Implementation Timeline
Before Implementation
- Underfilled tours and events
- Low engagement for solo travelers
- Minimal community interactions
After Implementation
- 30% higher tour fill rates
- 18% revenue uplift in activities
- 82% guest satisfaction with group experiences
Quality Control Process
- Continuous monitoring of match satisfaction
- Monthly AI retraining with guest feedback
- Moderation and privacy controls in chats
- Audits of group participation and tour fill rates
Implementation Challenges
- Handling privacy concerns for guest data
- Encouraging adoption among less tech-savvy travelers
- Managing cultural sensitivities in group matching
- Avoiding over-automation, keeping concierge role relevant
Continuous Improvement
- Enhanced group personalization by travel purpose (business, leisure, wellness)
- AI sentiment analysis from guest chats for improvements
- Integration with loyalty tiers for exclusive group activities
- Seasonal group recommendations (festivals, events)
Future Enhancements
- Integration with AR/VR for virtual group previews
- Cross-property guest matching for regional tours
- AI moderation for group dynamics and inclusivity
- Partnerships with social travel platforms
Explore More Case Studies
