Customer Stories
As New Zealand's first eco-tourism operator, Black Cat Cruises is no stranger to innovation. But when it came to chatbots, the Akaroa-based dolphin cruise specialists assumed the technology was out of reach for a business their size.
"I didn't think technology the same as that used by Oscar, the Air New Zealand chatbot, was within reach for a business like us. I assumed it was incredibly costly." — Paul Milligan, Chief Executive
Building an AI chatbot from scratch is expensive and complex. But Yonder, a customer engagement platform built exclusively for tourism operators, made enterprise-grade AI chatbot technology accessible for businesses like Black Cat Cruises.
Why Black Cat Cruises Needed a Chatbot
Customer experience is central to Black Cat's brand. With hundreds of passengers departing on cruises within a single hour, staff are fully occupied during peak times — and that means potential future bookings often go unanswered.
"While replying to an email a few days later was acceptable five years ago, instant communication is what modern travellers expect." — Paul Milligan
Black Cat needed a way to serve existing customers and capture future bookings simultaneously.
Meet Kiri — Black Cat's 24/7 AI Customer Service Agent
Yonder customised a personalised chatbot for Black Cat Cruises named Kiri. Within months, Kiri became a critical team member. Yonder's AI chatbot integrates with a wide range of booking systems, and Black Cat's setup was no exception:
- 500 conversations per month, handled autonomously
- 10 hours of staff time saved per month
- 60% of customer questions resolved without human intervention
- ~15 click-throughs to the booking system per month, representing approximately $3,750 in potential monthly bookings
Only 10% of website visitors leave their email for a follow-up. Kiri captures intent at the moment it happens — preventing lost bookings.
Helping Customers Find the Right Cruise
Black Cat offers multiple trip types from Akaroa — Swimming with Dolphins, Nature Cruises, and chartered trips — plus ferry services between Lyttelton, Diamond Harbour, and Quail Island. Kiri helps travellers navigate these options confidently.
"A good example is when people ask if they need to swim. If they're asking that, we steer them to consider our Nature Cruise, because you don't need to swim on this one. That means less disappointment if they don't read the conditions clearly enough and helps keep them engaged to take a trip with us." — Paul Milligan
Matching customers to the right product upfront also reduces post-booking disappointment and drives more positive reviews.
An Unexpected Benefit: Staff Training
Kiri also proved useful for staff onboarding. Because Yonder does a deep dive into each business before deploying the chatbot — building out a centralised FAQ knowledge base — staff members can consult it too.
"I had a staff member ask me how we handled entertainment vouchers. When I went back to her later that day, I discovered she'd asked Kiri and got the answer she needed!" — Paul Milligan
Paul's Advice for Tourism Operators Considering an AI Chatbot
"Every customer who leaves your site because they couldn't find what they were after is a missed sale. Yonder is a tool to keep them there and help them find what they are after."
About Black Cat Cruises
A cruise with Black Cat has been voted a must-do New Zealand activity. With multiple daily departures from Akaroa Harbour and ferry services from Lyttelton, Black Cat operates year-round. They are also recognised as New Zealand's first eco-tourism operator and leaders in protecting the endangered Hectors and Maui dolphins.
