# How Tripadvisor uses Cognigy

As published on [cognigy.com](https://www.cognigy.com/en/case-study/tripadvisor). Captured by usedby on 2026-10-08.

- Company: [Tripadvisor](https://www.usedby.ai/companies/tripadvisor.md)
- Tool: [Cognigy](https://www.usedby.ai/tools/cognigy.md)
- Industry: [Travel & Hospitality](https://www.usedby.ai/companies/industry/travel-hospitality.md)
- Teams: Global Telecom Services, telecoms engineers, back-office systems engineers, product managers, contact center agents

## What the story says

Tripadvisor built a branded AI voice agent called Vesper on Cognigy AI Agents within its NiCE CXone platform. It greets callers in natural language, captures intent, verifies identity, tries to resolve post-booking queries, and hands off to a human agent with full context when needed.

Summary written by usedby from the source page, in English. The figures are those of Cognigy and Tripadvisor, not ours.

> The deployment is already returning a customer sentiment score of 90 percent against the 71 percent recorded when human agents handle the same interaction types.

- **71 percent**: “The deployment is already returning a customer sentiment score of 90 percent against the 71 percent recorded when human agents handle the same interaction types.”
- **two and a half months**: “took the system from concept to first live calls in two and a half months”
- **20 to 30 percent**: “Tripadvisor projects that 20 to 30 percent of post-booking call volume will flow through Vesper by mid-summer”
- **75 percent**: “with 75 percent containment anticipated on that subset of calls as the platform scales”

> After deploying our first iteration, two and a half months from a standing start, we had an external peer review of our Cognigy Agent. The feedback was that what our team of 8 had achieved was beyond what they’d managed in three iterations, over 18 months, with a team of 45.
>
> David Fox, Senior Director of Global Telecom Services

## What usedby checked

We compared the story with its live page on 2026-10-08.

- Checked: the passage quoted above is copied word for word from the page, near the name of Tripadvisor.
- Checked: Tripadvisor uses Cognigy. Confirmed line. Latest check across sources: 2026-10-08.
- Not checked: the result itself. We quote it; we did not measure it.

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Source: https://www.usedby.ai/case-studies/tripadvisor-cognigy · How we check: https://www.usedby.ai/methodology