PUNKU.AI and Kult-Kieztouren
Customer story
Kult-Kieztouren shows guests Hamburg's Kiez in St. Pauli. The AI agent Elixia answers their questions in the website chat and on WhatsApp. She resolves 95% of conversations on her own, even in the evening and at the weekend.
Updated on 24 October 2026Request a demo
Elixia, AI agent at Kult-Kieztouren
Kiez tours in Hamburg
Elixia
Powered by PUNKU.AI
Guest: I need 2 tickets for a Kiez tour where only 1 spot is left
Elixia: Don't worry, we usually find a good alternative quickly! Just tell me which date and time you have in mind. Then I'll gladly look for a good alternative for the two of you!
Guest: Saturday at 7 pm
Elixia checks bookingkit · Free spots on Saturday
Elixia: I checked directly in the system: at 7 pm there is just 1 spot left. But there are great alternatives for the two of you: on the same day at 3 pm, the same guide still has 2 free spots. At 7:30 pm another Kiez tour starts, with more than 10 spots still available.
See Saturday's datesYou are chatting with an AI assistant.
Before
The challenge
Kult-Kieztouren runs tours through Hamburg's Kiez. Guests often ask the same things: Are there free spots? What is the minimum age? Are there tours in English? How does a voucher work?
Many guests write in the evening or at the weekend, outside office hours. The chat is busiest at 7 PM.
StartElixia goes live
The solution
Elixia is the first fully digital member of the Olivia Jones Family. Since 2 October 2025, she has answered guests in the chat on the Kult-Kieztouren website. Since 18 July 2026, she has also answered on WhatsApp.
Elixia knows the tours, the guides and the rules. For booking questions, she sends the link to the right date or to the group inquiry. When needed, she first checks free spots.
Elixia answers in German and in English, around the clock.
How the guest finds the right date
Elixia answers right awayand checks free spots for booking questions.TodayChat and WhatsApp
The results
Since the start, Elixia has had 1,200+ conversations in the chat. She resolves 95% of them without the team.
500+ conversations are booking requests. In most of them, Elixia sends a link to the Kult-Kieztouren website. Often the link goes straight to the right date or to the group inquiry.
55% of conversations start outside office hours or at the weekend. Elixia still answers within seconds.
The number of conversations keeps growing: 61 in October 2025, 185 in September 2026.
95%
resolved by the agent
55%
outside office hours or at the weekend
“Elixia, as the first fully digital member of the Olivia Jones Family, assists our guests at Kult-Kieztouren Hamburg with advice and support even when we ourselves are unavailable, and does so just as friendly, humorous, and sometimes a little cheeky as we couldn't have said it better ourselves. This creates capacity in other areas that we didn't have before.”
About the business
Kult-Kieztouren runs guided tours through St. Pauli and along the Reeperbahn. The story began in 2006 with “Olivias Safari”, the St. Pauli tour of Olivia Jones.
The guides are real insiders, among them drag queens and red-light experts. A harbor cruise, a pub quiz and shows complete the program.
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Your customer story
In the demo, we show how an agent answers guest questions and prepares bookings from your shop as a checkout link.
