10 AI Contact Center Implementation Lessons from Tripadvisor (Part 2)

In the previous part, we talked about strategy, demos, and vendor selection. Today, here are the remaining 5 lessons—practical, insightful, and extremely useful if your business is implementing AI in customer service.

6. Don’t overlook RPA

AI is often mentioned for summarization or response assistance, but RPA (Robotic Process Automation) is what truly drives efficiency by automating repetitive tasks.
Tripadvisor operates with 17 different web tools—each interaction requires 5–9 clicks.
RPA automates many of these steps, saving significant time and effort.

7. Expand “Next Best Action” to include complex cases

Once AI handles simple requests, agents are left with the tough ones.
Your AI shouldn’t only guide common workflows—it must also support edge cases, where mistakes are most likely to happen.

8. Avoid vendor overlap

Using too many AI tools at once leads to waste and confusion if roles aren’t clear.
“Comparing vendors is like mixing a fruit salad—define who is responsible for what, and ensure they work together efficiently.”

9. Change management is critical

Never roll out AI silently.
Communicate early and clearly with your teams, gather feedback, and provide step-by-step guidance so employees don’t feel overwhelmed by new technology.

10. Be patient with early results

Don’t publish performance metrics immediately after deployment.
Let the data stabilize before reporting. And if results are positive, ask:
“What would make it even better?”

Conclusion

Tripadvisor doesn’t treat AI as magic.
They invest seriously in processes, tools, and people—resulting in an AI system that is both efficient and empowering for employees.