Tripadvisor stood up an AI Voice Agent in the time most companies spend on vendor selection
Tripadvisor deployed Vesper, a voice AI agent on CXone and NiCE Cognigy, in a single travel season, with sentiment scores above human agents. With a January 1, 2026 contract effective date and a summer peak deadline that could not move, Tripadvisor set out to deploy a production-grade AI voice agent in a single travel season. Peer-tested against a comparable build at a leading global technology platform, Tripadvisor’s first iteration was assessed as exceeding what a 45-person team had reached in eighteen months.
- Agent or tool
- Cognigy
- Topic
- Customer Support
- Reported on
- Case study (Cognigy)
- Added
- 2026-11-11
Why it matters
Support is repetitive and time-sensitive. Agents can draft answers, look things up and handle simple requests, so people can focus on the tricky ones. It is one of 554 sightings filed under Customer Support on Agent Sightings (number 330 by interest), and one of 28 involving Cognigy.
How you could try it
Here is a reusable prompt, written by us in our own words, that captures the task. Paste it into Cognigy or any similar agent and adjust the details to your situation.
I want an agent to handle routine customer questions end to end, and pass anything unclear to a person. The tool in the source case was Cognigy.
Tip: Start small: run it once on a low-stakes example, read what the agent did, and only then let it run on real work.
Source
Read the original first-hand account on Case study (Cognigy): https://cognigy.com/en/case-study/tripadvisor. Our summary is a paraphrase; details are in the source.
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