Through Eternity Tours offers expert-led tours across Italy and Europe — Rome, Vatican, Florence, Venice, Pompeii, and beyond.
With 25 years in the business and a catalogue spanning dozens of tours across multiple cities and landmarks, they attract a high volume of visitors to their website who need help choosing and booking the right urban sightseeing tour.
The booking experience is powered by Ventrata, one of Yonder's leading reservation system integration partners, ensuring a seamless handover of data and a powerful set of tools.
Many of them the same questions, asked repeatedly, by visitors in different time zones at all hours of the day.
“Before the chatbot, out‑of‑hours enquiries were handled reactively, often sitting overnight until the next working day, which sometimes resulted in delayed responses and lost booking momentum.”
The team needed a way to handle enquiries without growing headcount.
Staff were spending significant time answering repetitive questions about tour options, inclusions, and availability. And because Through Eternity's audience is global, many of those enquiries were arriving outside business hours — with no way to respond until the next day.
“One of our main concerns was whether an AI chatbot could accurately reflect the nuance, detail, and tone required for our tours, but this proved unfounded once it was properly configured.”
Trained on Through Eternity’s full tour catalogue, the chatbot handles common pre-booking questions directly on the website — accurately and at any hour. The team also used Yonder's Pop-up Announcements feature on two occasions to surface timely offers to website visitors.
$53,146 in chatbot-attributed revenue
6% conversion rate from chatbot conversations
900% higher conversion rate from chatbot users vs. general website visitors
639 users helped across 704 conversations
24 staff hours given back to high-value interactions, instead of repetitive queries.
0.2% fallback rate — the bot successfully handled 99.8% of messages without staff involvement
74 chats required staff follow-up
“The chatbot now handles high volumes of routine enquiries such as availability, meeting points, ticket details, and accessibility that previously occupied much of our team’s time.”
“This has been positive, with many valuing the immediate, knowledgeable responses and commenting on how natural and human the interaction feels.”
“Seeing the revenue attributed to the chatbot was a pleasant surprise and clearly demonstrated the commercial value of responding to customers in real time.”
A 0.2% fallback rate reflects accurate setup of the Yonder chatbot and knowledge base.
For a Ventrata catalogue as broad as Through Eternity’s — multiple countries, tour types, and ticket options — keeping fallbacks that low requires the chatbot to be well-trained on the specifics of the business. The Yonder onboarding process is designed to get operators there without the back-and-forth of building it themselves.
“The chatbot has shifted our team’s focus away from repetitive queries toward higher‑value tasks like custom requests, partner communication, and operational improvement.”
“Given the complexity of our tours, the exceptionally low fallback rate was a genuine surprise and reinforced our confidence in the system’s accuracy.”
“Although we initially worried about managing a large, multi‑city catalogue, the chatbot has handled this complexity extremely well once the content was structured correctly.”
The 900% conversion rate differential between chatbot users and general website visitors points to something consistent across Yonder customers: visitors who engage with the chatbot are getting an accurate answer at the moment that removes the last barrier to booking.
“Pop‑up announcements were used to promote seasonal and limited‑availability tours and performed well, particularly during peak planning periods, without feeling intrusive.”
“For tour operators working across markets and time zones, a well‑implemented AI chatbot is now essential for improving customer experience, supporting teams, and driving measurable revenue including saving valuable time.”