The Challenge
Landmark Africa is more than a venue, it is a hospitality and lifestyle ecosystem spanning leisure, tourism, events, and commercial real estate in Nigeria, attracting millions of visitors yearly to destinations like Landmark Leisure Beach and the Landmark Event Centre. But with scale came friction.
Guests wanted quick answers:
- Is the beach open today?
- How much is entry?
- Can I book a table or event space right now?
The Solution
So we imagined a different interaction model: Instead of navigating pages… What if guests could just talk? The Landmark AI Agent became a conversational layer over Landmark’s booking and information systems— turning questions into instant answers, and intent into completed bookings. Not a chatbot. A digital concierge.
One that:
- Understands natural language
- Guides users to the right experience
- Completes booking journeys in conversation
All within seconds.
Product Process
1. Discovery & Definition
I went through various flows within the Landmark Ecosystem, specifically analyzing:
- Booking Flows: Landmark Events and the Upside Down House.
- Enquiry Process: FAQs, enquiry forms, and general information handling.
- Other Processes: Refund requests, complaints, and rescheduling procedures.
2. Technical Translation
After going through, I designed a flowchart automating the flows:
- For enquiries, a RAG system was used with the Landmarks Knowledge Base (a live document that contains information about landmarks and is updated regularly by the CS team).
- When a customer asks a question, the agent first identifies if it is an enquiry and routes the agent there.
- For booking flows, the AI agent simply asks user questions to fill in the payload and sends it to their APIs.
- For the remaining flows, the AI simply collects the user’s response, logs it in a database, and sends it to the Landmark Agent.
- An Admin Dashboard was built so that the CS team can monitor the agents and their responses.
Outcome
The Landmark AI Agent transformed a static booking journey into a living, conversational experience. Guests no longer search. They simply ask. And Landmark moves one step closer to a future where hospitality feels effortless, intelligent, and human.