The Edge Zipline

The Challenge

The Edge was drowning in repetitive questions about bookings, weather policies, and waivers. Peak season meant 12-hour response times on things a bot should handle.

Our Solution

We trained an AI chatbot on their operational handbook, booking policies, and FAQ database. It answers weather questions, walks guests through waivers, and handles booking changes — escalating to staff only when it needs to. Slack alerts keep the team in the loop, and Twilio handles SMS follow-ups.

Results

• 80% of inquiries resolved without a human
• Response time dropped from hours to seconds
• 35% increase in customer satisfaction scores
• Staff freed to focus on the in-person experience