Tripadvisor Vesper travel voice agent
Tripadvisor built Vesper to capture intent, verify identity, retrieve booking context, and route post-booking travel calls.
Author: NiCE
What was done
Tripadvisor deployed Vesper, a NiCE AI Agents voice agent built on Cognigy and CXone, for high-volume post-booking support across its travel brands. Vesper greets callers in natural language, captures intent, verifies identity before exposing account data, retrieves information from multiple systems in parallel, and transfers unresolved calls with context preserved. The first use cases targeted information retrieval, identity verification, and logistics lookups where agents previously spent minutes before reaching the real issue. NiCE reports Tripadvisor's eight-person internal team reached first live automated calls in two and a half months, and early Vesper interactions scored 90% customer sentiment compared with 71% for human-handled versions of the same call types.