Custom AI Chatbot

Tech stack used in this project

dialogflow

+

g sheets

+

google cloud

Detailed Case Study

Managing B2C customer service is an ongoing challenge in the travel sector, where high inquiry volumes require both speed and precision. For this project, we developed a sophisticated, custom-built AI Chatbot designed to handle end-to-end customer journeys—from routine FAQs to complex transactional processes like booking cancellations and real-time availability checks.

The Challenge: Overcoming Costs and Technical Constraints of Legacy Chatbots

The client was previously utilizing a high-cost, subscription-based AI chatbot that suffered from significant technical and operational limitations. While the solution could answer basic general questions, it lacked the intelligence to manage business-specific use cases. Whenever the bot encountered an unfamiliar query, it would simply forward the chat to a live agent—effectively creating a constant stream of new tasks for the business owners instead of providing the intended automation and workload reduction.

The primary obstacles were:

• Poor Cost-Value Ratio: The existing subscription fees did not justify the low level of intelligence and limited capabilities provided by the platform.
• Limited Functionality: Despite the ongoing investment, the bot could not process cancellations or check real-time availability.
• Technical Dependency: Any update to the bot’s knowledge base required developer intervention, making it impossible for the business owners to react quickly to changing information.

The Solution

We moved away from “black-box” subscription platforms to build a fully custom, intelligent conversational agent using Vertex AI and Google Cloud.

Key features of the implementation include:

• Action-Oriented Logic: Unlike standard chatbots, this agent manages specific business processes, including processing cancellations, checking availability, and generating custom proposals for large groups.
• Tailored Complaint Handling: We built specialized flows for niche scenarios—such as “missing tour photos”—ensuring that complex customer issues are resolved instantly without human intervention.
• No-Code Knowledge Management: To ensure total flexibility, we synced the bot’s brain directly to a Google Sheet. This allows business owners to modify or extend the knowledge base instantly without writing a single line of code.
• Seamless Escalation: For sensitive or unresolved cases, the bot is programmed to automatically escalate the issue to a human agent via email, ensuring a high-quality customer experience.

The Tech Stack

• Vertex AI Conversational Agents: For advanced natural language understanding and dialogue management.
• Google Cloud Run: Powering the backend logic and managing the specific service features.
• Google Sheets & Cloud Storage: Serving as a user-friendly solution that syncs real-time data to the AI model.

The Results

By transitioning from a mismatched subscription model to a tailor-made Google Cloud infrastructure, the client achieved:

• 64% Reduction in Costs: Replacing an inefficient monthly fee with a high-performance, pay-as-you-go cloud architecture that delivers significantly more value.
• Operational Autonomy: Business owners can now update the bot’s intelligence via Google Sheets, removing the “developer bottleneck” entirely.
• Higher Support Capacity: The bot now handles complex, transactional requests that previously required manual intervention from the support team, allowing staff to focus on high-value tasks.

Ready to scale your business with automation? Schedule your free consultancy