A Team Stretched Thin
The team spent much of its day answering the same questions, leaving less time for customers ready to buy.
Case Study
An AI agent that answers every message, day and night, and passes the team only the customers ready to buy.
Built for Polimundo, a travel agency in Quito. The agency can now scale its paid campaigns without hiring more staff.
PoliOnline · 24/7
WhatsAppHi! Flights from Quito to Madrid for 2 adults, March 12 to 26?
Here are the best options I found for those dates:
The direct one, please. Can you add a hotel?
Ready-to-buy lead · passed to the sales team
- Messages handled every week
- Thousands
- Typical reply time, day or night
- Seconds
- Messages that arrive outside office hours
- Over half
- Package brochures sent every week
- Hundreds
About Polimundo
Polimundo is a leading travel agency in Quito, Ecuador, with more than 40 years of experience. It serves thousands of travelers directly and provides booking services to hundreds of smaller agencies. We also built and run its booking platform.
The Challenge: More Demand Than People
Polimundo's customers expect a fast answer on the channels they already use. As the business grew, the inquiries outgrew the team:
01 02 Growth on Hold
Paid campaigns would have brought even more messages than the team could handle, so Polimundo couldn't invest in them.
03 Good Leads Lost in the Noise
Serious buyers waited in the same queue as everyone else.
The Solution: An AI Agent That Works Inside the Business
We didn't put a chatbot on top of Polimundo's channels. We built an AI agent that works with the same systems the team uses:
01 Workflows, Not Scripts
The agent runs separate workflows for sales, support and general inquiries. Most sales chats are leads from Polimundo's ad campaigns: the agent sends the package brochure, answers questions and qualifies the buyer. For flights, it connects to Polimundo's flight engine and puts together real quotes during the conversation.
02 Built on Official Platforms
The agent runs on the official WhatsApp Business API and Meta's APIs for Facebook Messenger and Instagram, with no unofficial workarounds that could put Polimundo's accounts at risk. Its language models come from OpenAI.
03 The Right Model for Each Job
A capable model talks to customers, and a small, fast one screens out spam so it never reaches the more expensive one. Quality goes where it matters, and the running cost stays low at thousands of messages a week.
04 A Person When It Matters
Written guidelines tell the agent when a conversation needs a person, and it hands over instead of improvising. The team sees every conversation in a dashboard, gets notified when the agent flags one, and can step in at any moment.
The Results: What Changed
The agent changed how Polimundo keeps up with demand, and opened a new way to grow.
Every Inquiry Answered
The agent handles thousands of messages a week across WhatsApp, Instagram and Facebook, at any hour.
The Team Works on the Best Leads
The agent takes care of routine questions and passes people only the conversations that need them or are ready to buy.
Paid Campaigns, Finally
With every inquiry covered, Polimundo can invest in advertising without leaving customers waiting.
Is Your Team Buried in Messages?
If customers write on WhatsApp, Instagram or Facebook faster than your team can answer, an AI agent connected to your own systems can handle the routine and send you the conversations that matter. Book a call with a founder and we'll look at your case.
Book a Strategy Call