432% Growth Through Generative AI:
The Hana Tour Success Story
Discover how one of Korea's leading travel companies partnered with MegazoneCloud to redefine customer service, handling over 65,000 inquiries and achieving unprecedented user growth in just 4 months.
Who is Hana Tour?
Established in 1993, Hana Tour is South Korea's largest and most dominant travel company.
For decades, it has been the market leader, renowned for its comprehensive package tours and wide array of travel services.
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The Opportunity: Beyond Simple Chatbots
Today's travelers expect seamless, personalized service—real-time answers at their fingertips, effortless self-service, and unwavering accuracy. Hana Tour recognized the limitations of their existing scenario-based chatbots, which couldn't handle the complexities of travel inquiries or adapt to ever-changing policies. To meet these demands, they partnered with MegazoneCloud with a clear objective: build a generative AI-based travel chatbot that could provide personalized, 24/7 support using customer reservation data.
The Solution: End-to-End Execution with AIR Studio
To power Hana Tour's next-generation chatbot, MegazoneCloud implemented a comprehensive solution. We first preprocessed diverse data sources (PDFs, PPTs, online policies) into an AI-ready format. This data was used to build a sophisticated Retrieval-Augmented Generation (RAG) pipeline, leveraging multiple advanced models like Claude 3.5 Sonnet via Amazon Bedrock.
Given the sensitivity of reservation data, security was paramount. All communication was strictly confined to a Virtual Private Cloud (VPC) environment. The project's success was guided by our AIR Studio from initial consulting to final implementation, ensuring a robust and scalable solution.
"We met with many vendors before launching the project. What stood out with MegazoneCloud was their technical expertise and commitment to performance. Their tuning and testing helped us develop a clear roadmap for expanding our AI services."
— Head of Platform Service Lab, Hana Tour
The Outcome: A New Standard in Customer Interaction
The result was a revolutionary AI Chat Counselor. Imagine asking, "What time is my flight?"—the chatbot instantly taps into your reservation data to deliver precise, real-time answers. It seamlessly guides users through viewing tickets, checking payments, or updating passport details. This two-phase beta launch alone delivered incredible results, with user adoption soaring 432% after the official launch in October.
What's Next?
For Hana Tour, this is just the beginning. They understand that AI services must evolve with customer behavior. With plans to continuously monitor feedback and fine-tune performance, Hana Tour is setting a powerful example of how AI can truly enhance customer experience and operational agility in the travel industry.
Are you facing these challenges?
- Lack of internal technical expertise?
- Unclear direction during PoC or pilot phases?
- Data readiness and infrastructure hurdles?
- Need for custom models or fine-tuning?
- Security, ethics, and regulatory compliance concerns?
Wherever you are on your AI journey, we're here to help.
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