PUNKU.AI and Swarovski Kristallwelten
Customer story
Swarovski Kristallwelten welcomes guests from many countries. The AI agent Crystal answers their questions in the chat, in the guest's language. When a guest wants to book, Crystal sends the checkout link.
Updated on 24 October 2026Request a demo
Crystal, AI agent at Swarovski Kristallwelten
Visitor questions and tickets
Crystal
Powered by PUNKU.AI & bookingkit
Guest: Hi, today is easter monday and I would like to know if its open
Crystal: Yes, Swarovski Kristallwelten is open today. We are open daily, including all public holidays in Austria.
Guest: Are there tickets today still
Crystal checks bookingkit · Free entry times today
Crystal: Yes, there are still tickets available for today, Easter Monday! We have several entry time slots remaining for this afternoon, including 16:00, 16:30, 17:00, and 17:30. You can book your tickets directly here to secure your preferred time and benefit from the online price advantage:
Direct booking linkYou are chatting with an AI assistant.
Before
The challenge
Swarovski Kristallwelten in Wattens is open every day. Guests ask about tickets, prices, groups, how to get there and the shuttle from Innsbruck.
Guests write in German, English, Italian, French and other languages. Many plan their visit in the evening, when Kristallwelten is closed.
StartCrystal goes live
The solution
Crystal answers in the chat on the Kristallwelten website, always in the guest's language. She knows the opening hours, prices, group tickets and directions.
When a guest wants to book, Crystal checks the free entry times. Then she puts the tickets in the cart and sends the checkout link. The guest pays in the usual checkout.
How a checkout link comes about
Crystal checks the ticket shopand names the free entry times.TodayChat
The results
Crystal resolves 97% of conversations on her own. 926 conversations were booking requests. The checkout links cover 521 tickets.
56% of conversations come in the evening, early morning or at the weekend. Crystal answers 50% of conversations in German and 40% in English.
From conversation to booking
Additional revenue from the checkout links€11,438
56%
of conversations come in the evening, early morning or at the weekend
521
tickets from checkout links
“We implemented an AI chatbot for Swarovski Kristallwelten that handles hundreds of visitor interactions, significantly eases the workload on the team by reducing calls and email ping‑pong, and turns over 30% of conversations into bookings, making it a strong service and sales asset.”
About the business
Swarovski opened the Kristallwelten in Wattens, Tyrol, in 1995 for the company's 100th anniversary. The Giant, a work by the artist André Heller, hides the entrance to the Chambers of Wonder.
In the chambers and the large garden, renowned artists, designers and architects from Austria and abroad interpret crystal in their own way. More than 18 million visitors have come since the opening.
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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.
