- Client: Holafly
- Industry: Global eSIM & Travel Connectivity
- Use Cases: Sales Automation, Customer Support, Customer Experience Management, and Operational Intelligence
- Impact: 95% AI-empowered support, 100% AI-empowered sales, 4.8 CSAT, 60% First Contact Resolution, 35% AI Sales Close Rate
Overview
Holafly, a leading global provider of eSIM services for travelers, is experiencing rapid growth. With increasing user demand across regions and seasons, the company needed a scalable, intelligent solution to keep pace without overextending its human resources.
To meet these demands, Holafly partnered with Aissist.io for a full-spectrum AI transformation—spanning customer support, sales, experience management, and internal operations.
The Challenges
Holafly’s challenges were typical of many fast-scaling digital businesses, but uniquely intensified by the nature of global travel:
- Unpredictable seasonal demand: Spikes during travel seasons made planning difficult
- High dependency on human agents: Hiring and onboarding couldn't keep pace with growth
- Escalating operational costs: Staffing costs were rising faster than revenues
- Long wait times for customers: Some users waited over an hour for support
- Growing backlog: Thousands of unprocessed inquiries created bottlenecks in service and sales
The Transformation with Aissist.io
Holafly’s transformation is being rolled out in structured phases—each solving a critical bottleneck in the customer journey.
Phase 1: Customer Support Automation
Holafly first targeted customer service, the most resource-intensive area. With Aissist.io:
- 95% of support traffic is now AI-empowered
- 60% of conversations are resolved end-to-end by AI, the rest are pre-processed and handed over to human agents, saving time and effort
- 4.8+ CSAT (95% - 99% consistently), higher than human which is 85% - 93%
Additionally, Aissist.io introduced automated conversation analysis, previously a manual and inconsistent task. Now, AI extracts actionable insights and updates Holafly’s internal systems directly, enhancing decision-making and eliminating a low-productivity task for human agents.
Upcoming goal:
- Achieve 80% First Contact Resolution by deepening AI’s integration with internal systems.
Phase 2: Sales Funnel Automation
Sales inquiries—especially for travelers exploring the right eSIM plan—formed a second major traffic stream. The AI solution broke the funnel into two steps:
Step 1: Collect Information
AI engages users, understands their travel needs, and probes questions to collect information to suggest a personalized plan:
- 100% of these conversations are handled entirely by AI
- Technical support is transferred to the support AI
Step 2: Quote Automation
Now, the AI is being integrated with Holafly’s internal quoting and checkout systems to automate the second step—pricing and final offer delivery—turning interest into conversion within seconds.
- AI assist human - AI takes the sales when all human agents are busy
- 35% sales conversion rate (lead to actual purchase), and is continuously improving week by week
Upcoming goal:
- 40% of sales conversion rate
- AI takes more role and drives more sales traffic
Phase 3: Customer Experience Management
Beyond support and sales, Holafly uses Aissist.io to manage user feedback and complaints:
- AI identifies sentiment and topic from customer comments
- Routine feedback is resolved immediately or escalated appropriately
- Trends and insights are used to improve future experience
This has not only improved user satisfaction but also helped Holafly close the loop on customer feedback in real time.
Business Outcomes
The collaboration with Aissist.io unlocked tangible operational and strategic benefits:
- Bottlenecks removed across support and sales, paving the way for growth
- AI scalability meets seasonal demands with zero hiring lag
- Operational costs reduced, with continued improvement expected as AI advances
- Increased conversion and satisfaction, even during peak periods
- Freeing up human teams to focus on higher-value tasks and expansion
“This isn’t just AI adoption—it’s a transformation. Aissist.io helped us redefine how we operate at scale. From resolving tickets to closing deals, we now move faster, smarter, and leaner.” — [Jefersson Arana, Holafly AI Lead]
What’s Next
With the AI core now handling major parts of support, sales, and experience, Holafly is fully positioned to execute on its ambitious growth strategy—expanding aggressively across markets, while maintaining exceptional service levels and a lean cost structure.
