Client’s current search capabilities are traditional keyword-based searches allowing customers to find answers to ‘How to’ questions. The travel agent receives too many results when searching for a particular piece of information, requiring reviewing multiple knowledge articles to locate the required info. While the Knowledge articles contain the information, many are long and require extensive review. Customers tend to get frustrated due to this and end up logging cases to support teams. Client’s existing chat channel does not have an AI based bot that helps in resolving customer queries and ultimately deflecting support cases.