Customer Service Automation · Sales Automation
Trinity ViaggiStudio needed to answer growing volumes of real-time questions from students, parents, companions, universities, and partner colleges, but manual service across messaging channels could not keep pace or support higher website conversion.
Reported impact
Trinity created always-on self-service, reduced customer-service workload, captured qualified leads from conversations, and improved the speed and quality of responses for prospective travelers and their families.
Trinity ViaggiStudio worked with IBM Business Partner Ubico to build Trinny, a 24x7 website assistant based on IBM watsonx Assistant. The implementation centered on a live-chat widget for site visitors and a knowledge layer built from Trinity's FAQs and service responses, including content that initially came from an Excel-based source and was then expanded through gradual uploads. Watsonx Assistant provides the natural-language understanding and response engine, while the operating process around it continuously monitors conversations to identify new intents or gaps in the knowledge base. The assistant now handles more than 120 trained question types, answers most routine website inquiries autonomously, and directs prospects to relevant catalog downloads, contact forms, and appointment-booking pages. The design gives Trinity one conversational front end for support and lead generation, while its roadmap extends that experience toward CRM integration and guided study-program selection.
Questions from website visitors enter the Trinny chat widget, watsonx Assistant matches them against the uploaded FAQ and customer-service content, answers routine queries, and routes interested prospects to catalog, contact, or appointment pages while conversation feedback is used to improve future responses.
"Now customers can get all the information they need in the blink of an eye, even when the offices are closed."
"The virtual assistant was able to collect over 150 contacts from potential customers"
"a live chat widget capable of interacting with site visitors in real-time"
"responding to over 120 questions from users"
"the system ... has so far been able to manage almost all of the questions for which it was trained to respond and about 85% of the overall questions asked by website visitors"
Review how this reference was scored and trace each normalized claim back to its documented source.
Scoring methodology
Customer Reference Value measures usefulness as a customer reference. Evidence Confidence measures the quality and traceability of available evidence, not independent verification.
Traceability
Field coverage shows which facts each source supports. Dates are shown only when documented by the source.
Related
IBM Sample Jul 23, 2025 Computer Gross Computer Gross needed to give thousands of B2B ecommerce customers faster product discovery, quoting, and support because its 145,000-product catalog and growing customer base were overwhelming internal teams with… 20% increase in quote-to-order conversion rate IBM watsonx · IBM watsonx Assistant · IBM watsonx.ai IBM Sample Feb 25, 2025 NDS Cognitive Labs NDS Cognitive Labs needed to help Clip support a fast-growing base of first-time digital-finance users at scale, answering questions about fees, setup, payments, and credit without relying on expensive manual support or… 28% annual increase in chatbot usage by Clip’s users IBM Cloud · IBM watsonx · NeuralSeek 
Microsoft Sample Jul 24, 2024 Milpark Education Milpark Education, a South African higher education provider, faced operational challenges in student support. Azure · Dynamics 365 Customer Insights · Dynamics 365 Customer Service 