Customer service for peak tourist season is to prepare in advance and operate flexibly to maintain quality when the number of visitors increases many times — because peak season is both the peak of revenue and the most fragile experience. Zenify records AI conversion of +21% (approved).
TL;DR
- Pre-season preparation: human resources, scenarios.
- Handles large volumes without dropping.
- AI worries about repeating questions, humans worry about complicated things.
- Ứng phó sự cố nhanh.
- Learn from last season, improve continuously.
Why is peak season difficult?
The number of visitors increased many times in a short time.
Incidents increase with: late flights, double bookings, weather.
Human resources cannot increase indefinitely.
Prepare before peak season
1. Forecast and prepare human resources
Forecasting volume by season and holidays.
Increase overtime, hire more, assign AI roles (see AI transformation).
2. Scenario and knowledge base
Prepare answers for recurring situations.
Update tour information, rooms, and policies (see Knowledge base).
3. Automatic threading
Frequently asked questions → WHO answers.
Complex work → person (see AI Agent).
Operates during peak season
1. Theo dõi khối lượng theo thời gian thực
Số tin nhắn, cuộc gọi, thời gian chờ.
Coordinate promptly when overloaded.
2. Prioritize incidents
Incidents while on tour are handled in advance.
Classify the severity level clearly.
3. Maintain quality
Don't rush too quickly — peak customers are the ones whose reviews spread the fastest.
Study after peak season
Summary: where is the blockage, where is the error.
Add knowledge base and scripts for next season.
How to deploy
Forecast + plan human resources early.
Prepare knowledge base + script.
Turn on AI to answer repeated questions.
Real-time tracking, coordination.
Summary and improvement after the season.