Pure Milford is a premier tourism operator offering immersive wilderness experiences in Fiordland National Park — one of New Zealand's most iconic destinations. Experiencing reduced staffing but booming demand, maintaining their hallmark customer service standards was a genuine challenge.
Yonder's AI chatbot became the solution — and exceeded expectations.
Kate Danahar, Sales and Marketing Manager at Pure Milford, describes how the need for a chatbot emerged during the leanest period in the company's history:
"We prided ourselves on exemplary customer service, but with reduced staff, maintaining that level of service became increasingly difficult."
When business rebounded strongly, the challenge of sustaining high-quality support with limited headcount became more urgent — not less.
Yonder's AI chatbot stepped in to fill the gap — integrating with Pure Milford's operations and booking systems from day one. With 98% of customer queries handled autonomously, the team was liberated to focus on complex issues and the on-the-ground guest experience.
"It evolves with every chat, gathering more information, and has saved our staff a huge amount of time." — Kate Danahar
Kate highlights two features that made the difference. First, the chatbot's intelligence and adaptability:
"The way it can be trained to become an expert in our product is remarkable."
Second, the user-friendly backend — making it easy to monitor performance, review reports, and keep the chatbot's knowledge current without requiring technical expertise.
Initial hesitation about adopting AI was quickly resolved once the chatbot went live.
"There was definite hesitation initially, but fast forward to today, and the team is thoroughly impressed with both the efficiency and accuracy of the bot."
Onboarding was thorough, with Yonder spending significant time understanding Pure Milford's products and business before deployment.
"A lot of time was spent discussing our business and products. The Yonder team's responsiveness and assistance ensured a smooth transition."
Yonder's chatbot has future-proofed Pure Milford's ability to deliver outstanding customer service — regardless of staffing levels. Kate's advice to similar operators:
"This GPT-powered Yonder Chatbot has really improved the customer service of our business, through instant replies to customers, answering not just our most common FAQs, but a series of more complex questions from customers too. It has also given us the opportunity to have a base customer service 24 hours a day, which we feel is really important in this day and age when customers want an immediate answer and expect instant replies."
See how Yonder's AI Chatbot handles complex queries for tourism operators — book a demo.