Chatbot Development, White-Label Solutions, API Integration, WhatsApp Integration, AI-Powered Process Access.
Business Background
Tower Travel is a Buenos Aires-based tour operator and corporate travel agency founded in 1997, with a team of 100–200 professionals. With over 25 years of experience, the company has become a reliable partner for both business and leisure travel, offering end-to-end solutions tailored to each client’s needs.
ISO-certified and committed to high service standards, Tower Travel combines operational efficiency with personalized attention. Its services include corporate travel management, incentive trips, event logistics, and customized leisure experiences, supported by a global network and cutting-edge technology.
Get your solutionBusiness Goals
Tower Travel aimed to make all standard operating procedures instantly searchable and accessible across every department. This initiative was designed to ensure that employees could quickly find the information they needed without delays or dependencies.
In addition to this, the company sought to reduce the ramp-up time for new hires by half, allowing them to become operational in a shorter period. Another key objective was to lower the number of internal support requests. All of these goals were to be achieved without increasing headcount.
Solution
The Flock built self-service, white-label chatbots tailored to Tower Travel’s internal workflows. Integrated with WhatsApp and embeddable web widgets, these bots connect directly to MCP APIs to deliver real-time access to process data and department-specific FAQs.
By centralizing critical information and making it instantly searchable, the solution reduced reliance on support staff and siloed knowledge. Teams could find what they needed faster and more independently, improving operational speed and easing the onboarding of new hires. This helped standardize processes across departments and ensured consistent service during peak demand.
Results
Within just three months, five departmental chatbots were fully deployed and operational, each tailored to the specific needs and workflows of its respective area. These chatbots quickly began handling approximately 80% of routine inquiries autonomously, significantly reducing the need for manual intervention.
As a result, onboarding time for new agents was cut by around 50%, allowing them to become effective much faster. This shift also freed up senior staff to focus on higher-value tasks, rather than spending time answering repetitive questions. Overall, the implementation led to a notable improvement in service consistency and efficiency across the organization.
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