AI Voice Bot Revolutionizes Customer Service for Online Travel Booking

In an innovative move, Mobilus, a leading provider of customer experience (CX) solutions based in Shinagawa, Tokyo, has successfully implemented its AI voice bot, MOBI VOICE, on the High-Speed Bus Dot Com platform. This initiative, aimed at improving customer service for online travel bookings, allows for 24/7 customer support, tackling inquiries more efficiently than ever before. With customer inquiries increasing by approximately 30% year-on-year, the AI bot now handles roughly one-third of these queries autonomously, leading to a significant reduction in the workload of human agents.

Background of the Implementation

As tourism demand continues to surge, the contact center industry faces severe staffing shortages. Research conducted by Mobilus shows that telephone inquiries are still a major method of customer contact, second only to online inquiry forms. The need for efficient handling of urgent and complicated requests emphasizes the requirement for a round-the-clock support system.

High-Speed Bus Dot Com serves as a portal for searching, booking, and paying for buses throughout Japan. Previously, inquiries about cancellations, changes, lost property, and other urgent matters were limited to operating hours, leading to customer dissatisfaction during off-hours. The existing support through chatbots wasn’t enough to meet the pressing needs of users outside normal business hours, thereby highlighting the need for a more robust solution.

To enhance convenience for users and ease the operational burden on staff, it became vital for High-Speed Bus Dot Com to streamline its telephone support process. Therefore, they turned to Mobilus's proven MOBI VOICE solution, aiming to improve response times and service satisfaction.

Overview of the Implementation

Starting in June 2025, High-Speed Bus Dot Com integrated the MOBI VOICE system into its telephone inquiry line. This integration allows the previously limited services, such as cancellations and reservation changes, to be managed by the AI voice bot around the clock. MOBI VOICE utilizes advanced AI, voice recognition, and speech synthesis to respond to telephone inquiries anytime, efficiently guiding users through their requests without the need for human intervention. This is a significant upgrade from traditional voice guidance systems.

Thanks to this new technology, users can now complete urgent inquiries, such as last-minute cancellations or changes, without having to wait for operator availability. If an operator's assistance is necessary, the data collected by the AI allows for a seamless transition to human support, ensuring that help is both quick and relevant.

Outcomes of the Implementation

The results of this implementation are remarkable. Inquiries surged to over 8,000 in July 2025, up approximately 30% from the previous year. The AI voice bot managed to handle 34% of these calls autonomously, effectively reducing the burden on human operators. Consequently, the number of operator-handled inquiries dropped by 28%, enabling staff to focus on more complex issues.

Furthermore, the workforce required for handling calls was reduced by 27%, improving operational efficiency across the board. This reduction means existing personnel can dedicate time to other tasks, enhancing productivity company-wide.

During peak periods, reliance on staff from other departments has also decreased, allowing for smoother operations and more effective use of resources. The Harmony between AI efficiency and human skill development has paved the way for an optimized support framework.

Future Prospects

Looking ahead, High-Speed Bus Dot Com expects to continue its digital transformation journey by incorporating further advancements, including the potential use of MOBI BOT AI Vector Search. This technology would allow the system to provide answers to customer inquiries more effectively, even if the terms used do not match those in the FAQ. The goal is not merely to improve efficiency, but to create a support system that customers can trust and rely on.

Mobilus remains committed to enhancing customer experiences (CX) for its partners in the travel and transportation industries through the ongoing development of AI-driven solutions, aiding in improving inquiry handling and overall service quality. The strategic focus on integrating innovative technology positions both companies well to address staffing challenges, ultimately raising customer satisfaction for those utilizing High-Speed Bus Dot Com.

In conclusion, the implementation of the MOBI VOICE AI solution marks a significant step in the evolution of customer support in the travel booking sector. Both High-Speed Bus Dot Com and Mobilus are poised to lead the charge in revolutionizing how customer inquiries are handled, leveraging the power of AI to create a more efficient and user-friendly experience in an increasingly digital world.