GuruWalk Scales 24/7 Global Support with GuruSup
24/7 multilingual support for the world's leading free tour marketplace, handling ~500,000 messages per month with a single support agent.
91%
Queries resolved by AI
7x
Response capacity
5
Languages with 24/7 support
500K+
Messages handled/month
About the company
GuruWalk is the world's leading free walking tour platform, connecting travelers with local guides in over 200 cities. They manage hundreds of thousands of monthly bookings and need fast, multilingual customer support available 24/7.
- Channels
- WhatsApp, Email, Web Chat
- Messages
- 500,000+ messages/month
- Industry
- Travel & Tourism
Context
With exponential growth in international bookings, GuruWalk needed to scale support without multiplying headcount. Users reached out in Spanish, English, French, Italian and Portuguese at all hours, and response times were stretching during nights and weekends.
Problem
Limited multilingual support
Human agents couldn't cover all 5 main languages, leading to slow or inaccurate responses in non-native languages.
No 24/7 coverage
Outside business hours, queries piled up unanswered, hurting the traveler experience before their tour.
Unmanageable volume
Over 500,000 monthly messages across all channels made it impossible to maintain quality with a small team.
Repetitive queries
A large share of tickets were FAQs (cancellations, meeting points, schedules) that consumed senior team time.
Solution with GuruSup
Multilingual AI agent in 5 languages
We deployed an AI agent that responds in Spanish, English, French, Italian and Portuguese with automatic language detection.
24/7 automation across all channels
The agent covers WhatsApp, email and web chat around the clock, 7 days a week, with zero downtime.
Dynamic knowledge base
Integration with GuruWalk's database to answer with up-to-date information about tours, guides, cancellation policies and meeting points.
Smart human escalation
The agent identifies when a query needs human intervention and transfers it with the full conversation context.
Results
«GuruSup has allowed us to scale our support globally without losing the personal touch. It's a key part of our operation.»
91%
Queries resolved by AI
7x
Response capacity
5
Languages with 24/7 support
500K+
Messages handled/month
- 91% of queries resolved automatically by AI, with no human intervention.
- 7x increase in response capacity: the team now handles 7 times more volume with the same headcount.
- True 24/7 support in 5 languages without hiring night-shift or native-speaking agents.
- Average first-response time reduced to under 30 seconds on any channel.
- Over 500,000 messages managed monthly with consistent quality.
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