#FallasBot

Success story

#FallasBot is a personal assistant for all those “non-Valencians” who love Valencia and its festivities, and do not understand what happens in the city during those 4 days of madness.

#FallasBot

Success story

#FallasBot is a personal assistant for all those “non-Valencians” who love Valencia and its festivities, and do not understand what happens in the city during those 4 days of madness.
Company: VISIT VALENCIA
Industry: Tourism
Function: WhatsApp Chatbot
Platform: WhatsApp

VISIT VALENCIA is a non-profit Foundation with the participation of the Valencia City Council, the Chamber of Commerce, Feria Valencia and the Valencia Business Confederation. Virtually all local businesses in the tourism sector are associated with it.

82%

Of WhatsApp users asked for more than 1 FallasBot event versus 2% of recurring queries at tourist

99%

more cost savings per interaction through automation compared to other contact channels.

9

Languages adapted to the needs of tourists

82%

Of WhatsApp users asked for more than 1 FallasBot event versus 2% of recurring queries at tourist

99%

More cost savings per interaction through automation compared to other contact channels.

9

Languages adapted to the needs of tourists

The Challenge: To develop a new communication channel

Las Fallas is Valencia’s world-famous festival of art, fire, food and music. It officially became part of UNESCO’s Representative List of the Intangible Cultural Heritage of Humanity since 2016. This festival traditionally attracts more than 1M of tourists every year.

  • The challenges were:
    To develop a new communication channel to inform expats, tourists and citizens of Valencia about thousands of events promoted by almost 400 Fallas associations, during the week of Las Fallas festival.
  •  To decongest the most visited zones of the city.
  • To extend the duration of the stay of tourists beyond the main days of festival.

The Solution: A chatbot developed by WhatsApp

The solution was a chatbot developed on WhatsApp, that:

  • Provides the complete list of events of Fallas associations, accessible through menus, in 9 languages.
  • Specially promoted events of Fallas associations in the less packed zones of the city.
  • Promoted events celebrated before and after the Las Fallas festival.

Their success: Chatbot success

The expats and tourists were able to get the agenda and information about all the events in a very easy and fast way, through the popular messenger as WhatsApp. The solution helped to improve the customer experience of the tourists during the Fallas festival and contributed to the brand of the city, of the festival and positive impression of their stay in Valencia.

  • Customer engagement: 82% of WhatsApp users asked for more than 1 FallasBot event versus 2% of recurring queries at tourist offices during the week of Fallas.
  • Cost efficiency: more than 99% of cost savings per interaction thanks to automation compared to other contact channels that need a human touch.
  • Bot efficiency: Provide 9 languages to tailor tourists’ needs with the bot vs only 3 languages available by human customer service while the service hour extended to 24 hours from 12 hours in traditional channel

The success story of FallasBot can be seen in the official web site

Emiliano García, Councilor for Tourism and Internationalization at the Valencia City Council.

FallasBot, the chatbot created with WhatsApp Business Platform, has allowed us to put in the hands of citizens and visitors all the information about the thousands of events that take place during our festival. The ease of communicating in 9 languages and 24 hours a day in an automated way has inspired us to expand the use of WhatsApp in many other activities related to tourism in our city.”

José Pérez, CEO of WOZTELL

A multilateral solution as FallasBot unites information generators with end users, allowing thousands of events to be uploaded and validated directly in the chatbot by the hundreds of associations that carry them out, and being displayed in a simple and visual way for tourists by using WhatsApp.

The success story of FallasBot can be seen in the official web site

Emiliano García, Councilor for Tourism and Internationalization at the Valencia City Council

FallasBot, the chatbot created with WhatsApp Business Platform, has allowed us to put in the hands of citizens and visitors all the information about the thousands of events that take place during our festival. The ease of communicating in 9 languages and 24 hours a day in an automated way has inspired us to expand the use of WhatsApp in many other activities related to tourism in our city.”

José Pérez, CEO of WOZTELL

A multilateral solution as FallasBot unites information generators with end users, allowing thousands of events to be uploaded and validated directly in the chatbot by the hundreds of associations that carry them out, and being displayed in a simple and visual way for tourists by using WhatsApp.”