Company-wide chatbot integration for travel
Helped deliver a chatbot integration for the travel team as part of a broader company initiative.
Context
Teams needed an assistant available inside relevant booking and support flows without turning every surface into an unmanaged chatbot experiment.
Technical challenge
Keep integration boundaries maintainable across products while coordinating ownership, rollout, and failure behaviour.
Constraints
Multiple consuming teams, shared design constraints, and the need for a stable integration rather than one-off embeds.
Ownership
Drove the integration approach and coordination across teams so the assistant landed in the right flows with clear ownership.
Decisions
Favoured shared boundaries and explicit hand-offs over duplicating assistant logic per product. Rejected unconstrained free-text entry points that could not be owned or observed.
Approach
Integrated the assistant into selected flows, aligned contracts with consuming teams, and focused on maintainable seams rather than novelty UI.
Failure modes
Unavailable assistant backend, degraded UX in critical flows, inconsistent answers across surfaces, and unclear escalation paths.
Validation
Cross-team review of entry points, monitoring of integration health, and staged exposure to the flows that needed it most.
Outcome
Delivered a stable, coordinated assistant integration instead of fragmented one-offs—raising maintainability for follow-up work.
Reflection
Next time I would publish a thinner public integration contract earlier so product teams can adopt without ad-hoc exceptions.