Visit Colorado Springs recently launched a partnership with Matador Network’s AI company GuideGeek to implement an AI-powered chat feature on VisitCOS.com.
Since launching a few months ago, GuideGeek has already helped 5,000 users and responded to nearly 10,000 user messages.
The AI, affectionately named “Penny the Pika,” scans the Visit COS website as well as GuideGeek’s 1,000-plus sources of travel data and provides real-time answers to users’ questions. Messages can be sent in 50 languages and often include itinerary prompts, trip-planning support, packing suggestions and info about new businesses and attractions in the region.
“Penny has already been so helpful for our visitor services staff, helping field and respond to key visitor inquiries,” said Melissa Williams, director of marketing.
“We have access to the backend of the technology where we can dive into insights like what questions people are asking the most and where there may be content gaps on our website that we need to address.”
The Visit COS team worked alongside GuideGeek staff to train the AI to align with brand voice, existing content and preferred messaging. One major focus area in the training was sustainability. The team made sure Penny is equipped with plenty of information about the Leave No Trace principles and how visitors can be good stewards of parks and trails.
“One key objective when we were developing Penny was for the AI to recommend lesser-known and lesser-trafficked hikes and outdoor activities,” said Ross Borden, CEO of Matador Network, the parent company of GuideGeek.
“The Visit COS team wanted to ensure that the AI provided a broad range of options on outdoors prompts, including alternatives to sites that can become crowded at certain times of year.”
