AI travel concierge for large-scale events

Client

VISA / FIFA 2026

VISA / FIFA 2026 engagement: an AI travel concierge for high-volume event travel — itineraries, guidance, and traveler support engineered for peak concurrent demand.

Project

Tasks

• AI concierge experience
• Grounded knowledge
• Human escalation
• Operations & monitoring

KPIs

1. 1. Production — Grade delivery
2. 2. Phased — Rollout model
3. 3. Operated — Post-launch support

Project journey

1. 1. AI concierge experience

   Conversational guidance for itineraries, travel questions, and traveler support at event scale.

2. 2. Grounded knowledge

   Answers tied to approved program and travel content so guidance stays consistent.

3. 3. Human escalation

   Clear handoff paths when confidence drops or cases need specialist handling.

4. 4. Operations & monitoring

   Capacity planning and observability so peak event traffic does not collapse the experience.

Challenges

Major sporting events create extreme concurrent demand for travel guidance, itinerary changes, and traveler questions across languages and time zones. Manual concierge teams cannot absorb that load without long waits, inconsistent answers, or brittle handoffs between booking and support systems.

• Event-scale concurrency spikes traveler questions faster than human concierge teams can respond.
• Fragmented travel context split itineraries, visas, and support across tools that agents reassemble by hand.
• Inconsistent guidance appears when answers are not grounded in approved travel and program information.
• Escalation gaps leave edge cases stuck without a clear path from AI to human specialists.

Results