Club Med Optimizes Customer Interactions with AlloBrain, Slashing Information Search Time by 60%

30K+
Conversations already managed across Brazil, France, Singapore, Malaysia, the UK, Belgium and Switzerland
40%
Inbounds from WhatsApp messages that receive an instant first answer from the AI in Brazil
60%
Of those AI-handled chats fully resolved end-to-end with no TED takeover required
90%
Answer-compliance score maintained across all markets and languages

Client

Club Med

Secteur

Hospitality

Périmètre

Worldwide

Solution

AlloIntelligence

AlloBot

AlloReview

Overview

Club Med is a premium, all-inclusive travel brand operating 70+ resorts in 40 countries and generating more than €2 billion in annual revenue by serving more than 800,000 clients annually through their extensive network of over 10,000 sellers.

Handling nearly two million calls every year alongside countless interactions over various channels, the company faced a unique challenge: maintaining top-notch customer experience at scale.

True to its trail-blazing DNA, Club Med now positions Generative AI at the heart of that effort, treating it as a strategic lever to both elevate guest experience and streamline operations.

WhatsApp now the fastest-growing service channel, the group wanted to deliver one-to-one, human-grade assistance that defines the “Gentils Membres” (GM) experience at hyperscale.

For this strategic mission, Club Med chose AlloBrain for its ability to design, train and operate large-scale LLM solutions, mastering both the organizational processes and the technical pipelines that guarantee reliability, deployment speed and governance.

Together we launched the IA product information agent, an AI-powered WhatsApp assistant built on  LLMs and Retrieval-Augmented Generation (RAG) that serves instant, context-rich answers.

The solution sits alongside AlloBrain’s existing conversation anlysis and TED Copilot (internal sales assistant), giving Club Med a single, end-to-end artificial intelligence package across phone calls and chat, turning innovation into everyday guest delight.

A video presentation of the project is available below in this case study.

Challenges

Deploying a Generative AI project at scale, especially in a high-stakes, customer-facing environment like Club Med, is inherently complex. One of the main challenges lies in ensuring control and reliability of the AI’s responses. To do so, the AI must draw from a wide range of scattered, often unstructured data sources (including internal documents, APIs, URLs …), all housed in diverse systems. This makes harmonizing the knowledge base and ensuring accurate, consistent answers significantly harder.

Another key difficulty is teaching the AI to understand the specificities of, in this case, the travel industry, the brand’s tone of voice, and the unique lexicon used by both agents and customers. These elements are critical to delivering relevant and natural interactions ; especially when customers expect seamless, real-time experiences over channels like WhatsApp.

This is why the project began with call analysis to fine-tune a model trained on real human interactions, ensuring both contextual accuracy and alignment with Club Med’s operational reality.

  • Conversation volume & complexity : Analyzing vast quantities of client interactions to gain actionable insights.
  • Speed to answer on mobile : WhatsApp generates 50 % of all inbound contacts, yet customers still expected instant, personalised replies
  • Empowering Travel Experience Designers (TEDs) : Agents needed the right resort, pricing and availability data in seconds while staying focused on human connection.
  • Consistency & compliance : Multilingual markets, dynamic pricing and brand tone had to stay perfectly aligned 24 / 7.

In the words of Siddhartha Chatterjee, Chief Digital Officer of Club Med, "Understanding our customers at scale and providing an unmatched experience was our north star. Traditional methods just couldn't cope."

Watch the Story

Hear from Club Med leaders and view live demo clips of the WhatsApp experience.

Solution

To master Generative AI in a mission-critical environment, Club Med and AlloBrain rolled out the project in three deliberate stages, each one building the data, trust, and technical foundations for the next.

AlloBrain Use Cases
1. Call Analysis

(AlloIntelligence, H1 2023):

Voice-of-Customer on 2 M calls

Purpose :
  • Map conversation themes, FAQs, objections
  • Build a gold-standard training set and business lexicon
  • Surface missed sales opportunities
Outcomes :
  • 100 % calls transcribed & tagged
  • +15 % lift in CSAT insights accuracy
  • Actionable taxonomy used to fine-tune LLM
2. TED Copilot

(AlloBot, H2 2023):

Gen-AI assistant for TEDs

Purpose :
  • Live suggestions, compliance checks, script adherence
  • Instant resort, price & availability lookup via Data Factory APIs
Outcomes :
  • 60% faster info retrieval
  • –30 % Average Handling Time
  • +15 % conversion vs. pre-AI baseline
3. G.M. Copilot on WhatsApp

(AlloBot, 2024– …) : Customer-facing chatbot

Purpose :
  • Automates routine queries 24/7 with live-context injection (resort stock, loyalty, dynamic pricing)
  • Seamless hand-off to TEDs with full chat history
Outcomes :
  • 50 % of WhatsApp contacts fully automated
  • 90 % answer accuracy, 60 % self-resolution
  • 30 K+ chats handled across 7 markets; rollout to 25 by 2025

Why this phased approach matters

  1. Data first, then automation : mining and labelling two million calls gave the LLM the domain knowledge and tone it needed to speak “Club Med”.
  2. Human-in-the-loop : internal deployment proved reliability in a controlled setting before exposing the AI to customers.
  3. Shared knowledge layer : both copilots tap the same RAG pipeline and 15 bespoke API connectors, so improvements in one channel immediately benefit the other.

Together, these steps have resulted in a closed feedback loop where every voice or chat interaction feeds into AlloBrain's analyses, enabling understanding, model adjustment and agent coaching.

Chatterjee comments, "The international expansion of the AI Sales Agent and the excellent feedback we've received from our TEDs confirm our decision to trust AlloBrain to support us in this digital transformation. "

Results

Post-integration of AlloBrain, Club Med witnessed transformative results:

  1. A comprehensive analysis of over two million voice calls and 75,000+ conversations.
  2. Agents now receive actionable quality scores for every interaction.
  3. A significant 15% boost in CSAT scores.
  4. TEDs, powered by the Copilot, achieved a 15% surge in conversion rates and a 60% reduction in colling times.

With the IA product info agent, Club Med has:

  • automated 50% of WhatsApp conversations while maintaining a 90% response compliance rate
  • Reduced average processing time by 60%, while AI quality assessment reduced manual quality assurance efforts by 40%.
  • extended chatbot to eight markets and +12 in 2025 and 30,000+ multilingual conversations

Siddhartha Chatterjee aptly summarizes the impact: "In our quest for excellence, AlloBrain's solutions have proven invaluable. From agents to management, the ripple effect of efficiency, accuracy, and actionable insights has been undeniable.”

Setup

The solution integrates seamlessly with over fifteen custom APIs, thanks to configurable connectors that adapt to a variety of data formats and structures.

Our IA product information agent operates on a secure, enterprise-grade cloud infrastructure, guaranteeing robust security and full GDPR compliance. Real-time resort, pricing, loyalty, and payment data flow in through dedicated API connectors, providing the AI with precise, up-to-the-second context.

Our platform enables users to refine intent, tone and promotions autonomously, while call and chat transcripts feed AlloBrain's analytics loop to continuously refine the model and agent coaching.

What's Next?

With AlloBrain's successful integration and the tangible benefits witnessed, Club Med aims to further leverage AI-driven solutions to enhance other customer touchpoints.

Over the next eighteen months Club Med will extend the IA product information agent to twenty-five new markets adding languages.

"The implementation of AlloIntelligence brought us value from day 1 and allowed us to improve our customer journey thanks to the relevance of the analysis provided."

Siddhartha Chatterjee
Chief Digital Officer, Club Med
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Rewarded collaboration

CX Awards 2023 : Gold - category Selfcare & Chatbot

CX Awards 2023 : Silver - category Innovation

Cas d'Or 2023 : Gold - category Conversational

Cas d'Or 2023 : Special Jury Prize

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