Customer Success Story: misterb&b
- Pete Lunenfeld
- Jan 5
- 2 min read
How a Global Travel Platform Reduced Support Response Time to Seconds With AI
Overview
misterb&b is the world’s leading LGBTQ+ travel platform, serving more than one million users across 200 countries. The platform connects travelers with short-term lodging while fostering a safe, inclusive, and trusted environment for both hosts and guests.
As a global, two-sided marketplace, misterb&b is known for its commitment to exceptional customer service. To maintain that standard while scaling internationally, the company needed a smarter way to deliver fast, accurate support without overwhelming human agents.
The Challenge: Scaling Trust and Support in a Global Marketplace
misterb&b supports a diverse audience with complex and highly contextual needs. Customer inquiries range from local tax questions and city-specific regulations to booking logistics and travel planning, often across different languages and time zones.
As usage grew, relying solely on live agents created friction:
Average response times of up to 30 minutes
Increasing support ticket volume
High escalation rates for routine questions
Limited agent availability for complex or sensitive issues
misterb&b needed a scalable support solution that could reduce response times, maintain accuracy, and reinforce trust across its global community.
The Solution: AI-Powered Customer Experience With CXchatAI
misterb&b partnered with CurrentWave AI to integrate CXchatAI into its existing Zendesk chatbot. Rather than replacing existing systems, CXchatAI leveraged misterb&b’s current knowledge base to deliver fast, accurate answers using AI.
The solution enabled customers to receive contextual, trusted responses in more than 50 languages, dramatically improving accessibility and consistency. By embedding AI directly into the existing support workflow, misterb&b enhanced customer experience without disrupting operations.
Implementation: Seamless Integration With Minimal Lift
The CXchatAI API was implemented with minimal effort from the misterb&b team. CurrentWave AI handled the integration, training the AI on misterb&b’s approved knowledge base and continuously fine-tuning responses to ensure safety, accuracy, and relevance.
This approach allowed misterb&b to maintain service quality throughout the transition while steadily improving AI performance through ongoing feedback and refinement.
Results: Faster Responses, Fewer Tickets, Higher Satisfaction
Within six months of implementation, misterb&b saw measurable improvements across its support operations:
Average response time dropped to 3.34 seconds, down from approximately 30 minutes with live agents
20% reduction in overall support tickets
32% improvement in chatbot containment rate, meaning fewer users needed to escalate to a human agent
With routine questions handled instantly by AI, human agents were able to focus on more complex, high-touch interactions. These improvements contributed to a stronger customer experience and higher trust across the platform.
Customer sentiment reflected these gains. misterb&b’s Trustpilot rating increased to 4.1 stars, significantly outperforming the 1.5-star average typically seen across traditional short-term rental platforms.
The Outcome
misterb&b’s partnership with CurrentWave AI demonstrates how AI-driven customer experience can enhance service quality without sacrificing human connection. By reducing response times and easing agent workload, misterb&b strengthened its ability to support a global community while reinforcing trust and inclusivity.
This case highlights how AI can serve as a force multiplier for customer support teams, enabling faster service, improved efficiency, and a better experience for users worldwide.
See What AI-Powered CX Could Do for Your Team
If your organization supports customers across regions, languages, or channels, see how AI-powered customer experience solutions can help deliver faster, more consistent support.
