“FareHarbor Agent gives us the 24/7 coverage we were missing before. By answering around 95% of common questions, it helps our customers get information when they need it while giving our team more time to focus on complex requests that need a human touch.”

Tiago Sousa, E-commerce Director

Futurismo Azores Adventures implemented FareHarbor Agent to transform how its team manages a growing volume of customer enquiries. By automatically answering common questions across its website and social media channels, the team extended its customer support to 24 hours a day while preserving staff involvement for more complex requests. 

Today, FareHarbor Agent handles approximately 95% of FAQs, helping guests find the information they need while allowing Futurismo Azores Adventures’s team to focus its attention where it matters most.

Futurismo Azores Adventures

Founded in 1990 in the Azores, Futurismo Azores Adventures is a family-owned adventure tourism company specializing in nature-based experiences across the Portuguese archipelago. Its offerings range from whale and dolphin watching to other outdoor adventures, with a strong focus on responsible tourism, marine research, and sharing the natural wonders of the Azores with visitors.

With decades of experience and a team that includes marine biologists and local experts,  Futurismo Azores Adventures combines tourism with conservation and scientific research to create meaningful experiences in one of Europe’s most distinctive natural destinations.

Keeping up with customer questions around the clock

As customer demand grew,  Futurismo Azores Adventures’s support team faced a rising volume of repetitive enquiries, including FAQs submitted through email and website contact forms. Responding manually took valuable time away from more complex requests, such as topics around private tours, multi-day experiences, and multi-island itineraries.

The team also lacked coverage after 6 p.m., on weekends, and during holidays. Social media enquiries often went unanswered until staff returned, sometimes missing the opportunity to assist the customer or secure a booking.

Rather than hiring after hours staff, Futurismo Azores Adventures needed a faster, more scalable way to respond to increasing customer questions. 

Extending customer support with FareHarbor Agent

Futurismo Azores Adventures adopted FareHarbor Agent to provide customers with access to support at all times. The AI-powered chatbot can respond to guest enquiries across communication channels using real-time FareHarbor information and details specific to each business.

For Futurismo Azores Adventures, this means customers can get answers to approximately 95% of frequently asked questions without waiting for the support team to become available, requests like cancellation or rescheduling can be handled by a team member

Continuously training FareHarbor Agent for more accurate answers

For Futurismo Azores Adventures, implementing FareHarbor Agent has also been an ongoing learning process. 

The team has invested significant time reviewing conversations and refining the instructions that guide FareHarbor Agent. Of the 2,284 tickets opened so far, at least 100 have been used as cases to improve its responses. 

Futurismo Azores Adventures can make corrections directly from the ticket view which gives FareHarbor Agent the context behind each issue. This lets the agent easily identify instruction conflicts, debug responses, and test changes has also helped the team continuously improve its accuracy.

Through this hands-on training process, FareHarbor Agent has become increasingly informed about Futurismo Azores Adventures’s business and better equipped to respond to customers.

The results

With FareHarbor Agent,  Futurismo Azores Adventures has expanded customer support from limited working hours to 24/7 coverage across its website and social media channels. Approximately 95% of frequently asked questions can now be addressed by the agent, helping reduce repetitive enquiries that previously consumed significant support team time.

At the same time,  Futurismo Azores Adventures maintains staff oversight where it matters. Cancellations, reschedules, and complex customer needs continue to reach its employees, allowing the team to focus their expertise on requests that require additional attention.

The company has also created a more measurable path from conversation to booking by tracking FareHarbor Agent checkout links and adding UTMs to website links shared during conversations.

By combining automation with continuous training and thoughtful customer service handoffs, Futurismo Azores Adventures is using FareHarbor Agent to give customers faster access to information while building a more scalable support operation.

To learn more about FareHarbor Agent and other time-saving features, request a demo to explore FareHarbor today.