Choose a narrow first job
Start with a week of guest enquiries. Group them into practical questions, booking changes, complaints and special requests. Meeting points, duration and what to bring often have repeatable answers. A disputed refund or a guest’s unusual access requirements may need judgement. Pick one repeatable category for your first workflow and name the person who owns its information.
Prepare a source your staff would trust
For each tour, record the current itinerary, arrival instructions, inclusions and policy links. Resolve contradictions between the website and the booking confirmation before loading either into a support workflow. Add an owner and review date. An answer can sound natural and still be wrong if the underlying departure details are outdated.
Test uncertainty as well as success
Try an ordinary question, a question missing its tour date, an unsupported request and a question the source cannot answer. The workflow should ask for useful context or hand off. Test whether a person can see what the guest already said. A handoff that makes the guest repeat everything creates work for both sides.
Review the first conversations together
Look for accurate answers, useful next steps and unresolved requests. Count conversations that staff reopened, not just those labelled complete. Keep the first rollout small enough to inspect. Expand only when the team can explain where answers come from, which actions can happen and who handles exceptions.
A concrete example
Take ten recent questions about meeting points. If three answers depend on the departure and two conflict with the website, you have a knowledge problem to fix before scaling the reply.
Put it to work this week
Choose one question category, assign its source owner and test an ordinary question alongside an exception.