Context

Waynabox, the surprise-travel platform, handles thousands of customer inquiries from travelers wanting to resolve questions about their bookings without ruining the mystery of the destination. With around 5,000 messages per month across Gmail and WhatsApp, and support in multiple languages, they adopted GuruSup to automate FAQs, manage reservation actions, and maintain full control over the information revealed to travelers.

Problem

Multilingual FAQs
Repeated questions about policies, conditions, changes, and documentation in various languages overloaded the team.

Surprise trips: never revealing the destination
Agents needed access to booking data but had to guarantee that neither humans nor assistants exposed the destination.

Operational booking management

• Reservation status checks

• Extensions or modifications executed directly on the database

• Fast, error-free confirmation resends

Scaling a multilingual team
Operating in English, German, French, Italian, Portuguese, and more required a hard-to-scale multilingual staff.

Gradual expansion across countries and channels
New markets meant new languages, legal nuances, and added configuration.

Solution with GuruSup

1. Language- and channel-specific assistants
Waynabox deploys assistants across 6 language–channel combinations.
Each assistant understands and responds in the customer’s language, while the team activates new markets gradually with consistent quality.

2. Real-time database access (SQL)
GuruSup agents connect directly via SQL to the booking database, enabling:

• Travel and traveler data queries

• Payment and status verification

• Reservation extensions or modifications

Strict rules prevent any exposure of sensitive fields such as the surprise destination.

3. Business rules: never reveal the destination
Assistants can read the destination internally to operate, but never mention it—neither by mistake nor via translation. The surprise is always preserved.

4. Automation of recurring cases
GuruSup automates:

• Multilingual FAQs about the surprise trip, conditions, changes, and timelines

• Reservation status, dates, traveler info, added extras

• Reservation extensions via SQL execution

• Confirmation resends via email or the appropriate channel

Slack alerts keep the team informed about relevant automated actions.

5. Intelligent language handling
GuruSup acts as an operational translation layer:

• Customers write in their language

• The assistant responds in that language

• The internal team reads everything in their own native language

This removes the need for a large multilingual staff and prioritizes business expertise.

6. Iterative rollout across countries
Thanks to modular configuration, Waynabox can start with one language and channel, then expand gradually without additional setup costs, reusing flows, rules, and logic.

Results

• High accuracy and consistency, even in sensitive operations like changes or extensions.

• Significant reduction in team workload by eliminating repetitive FAQs.

• Less dependency on hard-to-hire multilingual profiles.

• A consistent, high-quality experience across all countries while fully preserving the surprise element.

Waynabox summarizes the impact in one sentence:

“It would answer better than I would.”