Marriott Rewards created a hotel booking & city discovery chatbot to unlock 5,000 destinations.  Travelers found the perfect hotel and explored options based on thier personal preferences. Guests were provided with insider tips after booking to enhance their stay. 



After showing interest in a city, travelers are prompted with tips and articles specific to their search. 

For customers who wanted to switch to live chat, the bot would prompt an agent to jump in.

The bot was able to address thousands of customer service inquiries through free text intent matching and scripted responses, saving hundreds of man-hours.