The Edge Zipline Case Study — AI Chatbot + Operations Suite

The Problem

The Edge Zipline was spending hours every day answering the same customer questions: "What should I wear?", "What's your cancellation policy?", "Where do we meet the guide?", "Can I reschedule?" Their booking system handled transactions, but it didn't help with pre-sale questions, staff scheduling, or guide communications. They needed a complete operations upgrade.

What We Built

We deployed a complete operations suite that goes beyond a simple chatbot. The system includes AI-powered customer support, internal team communication, guide scheduling, and SMS notifications—all integrated into a single workflow.

AI chatbot trained on policies, tour details, and FAQs
Slack integration for real-time team alerts and customer escalations
Twilio SMS for guest notifications and guide communications
Scheduling suite for guide assignments and shift management
Contact suite for guides to coordinate with operations

Key Features

AI Chatbot

24/7 customer support trained on their policies, FAQs, and tour details.

Slack Integration

Real-time alerts when customers need help. Team coordination in one place.

Twilio SMS

Text notifications to guests and guides. Booking reminders and updates.

Scheduling Suite

Guide assignments, shift management, and availability tracking.

Guide Contact Suite

Guides can check schedules, report issues, and coordinate with operations.

Lead Capture

Collects visitor info during conversations. No leads slip through.

Results

Typical outcomes based on similar deployments

40%+

Reduction in repetitive questions

24/7

Availability for visitors

Tech Stack

OpenAI GPT-4 Slack API Twilio SMS Custom Dashboard Vercel Hosting

See the chatbot in action on their live website

Visit TheEdgeZip.com

AI Chatbot + Operations Suite