Helping to boosted visitor satisfaction
And staff capacity
To keep guests informed and engaged without overwhelming staff, Billabong Sanctuary turned to Guest Central’s AI-powered attraction chatbot, providing instant, accurate answers 24/7 in multiple languages.
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Challenge
Set in the heart of tropical North Queensland, Billabong Sanctuary is home to some of Australia’s most iconic wildlife. Visitors from across the globe come to hand-feed kangaroos, cuddle koalas, and watch thrilling crocodile feeding shows. But with so much to see and do, the park’s guest services team faced a constant flow of questions — from ticket prices and show times to directions and animal encounter details, such as:
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“What time is the crocodile feeding show?”
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“Do I need to pre-book tickets?”
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“How do I get to the sanctuary from the city?”
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“Are the animal encounters included in the ticket price?”
While important to visitors, these questions took time away from more personalised guest interactions inside the park. In peak tourist seasons, the sheer volume of calls and emails made it hard to respond quickly, and visitors seeking information after hours had to wait until the next day for a reply.
The Guest Central
Solution
Guest Central deployed a wildlife-trained AI assistant directly on the Billabong Sanctuary website. The assistant was trained with:
Key Features:
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Ticketing and pricing details – The AI assistant can instantly provide up-to-date ticket prices
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Daily schedules and show times – Guests can ask what’s on today and receive a full schedule of wildlife presentations, feeding sessions, and encounter opportunities.
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Information about each animal encounter – The AI provides detailed descriptions of popular activities such as koala cuddles, cassowary feedings, and crocodile presentations.
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Directions, transport advice, and parking details – Visitors can ask how to get to Billabong Sanctuary from Townsville CBD, the airport, or nearby holiday parks.
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Multilingual capabilities for overseas tourists – The assistant can switch languages to serve international guests, ensuring travellers from key tourism markets get accurate, brand-consistent answers in their native language.
AI Assistant
Impact
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After-hours enquiries are answered instantly, removing friction from the visitor journey.
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Guests arrive better prepared, with accurate information about shows, feeding times, and encounters.
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The experience for international visitors has improved thanks to multilingual support.
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The park has seen potential increases in ticket sales through faster, more convenient pre-booking.
“The team been able to give guests faster, more accurate information while freeing up our staff to focus on the people in front of them.”
Discover how an AI concierge could amplify efficiency at your attraction.
Let us show you how Guest Central can revolutionise your service. Schedule a demo or contact us for more information.