Background
A Fortune 500 online travel platform offering flights, hotels, and vacation packages aimed to boost customer engagement and conversion rates. However, fragmented data systems and generic campaign execution limited their ability to deliver personalized, intent-driven content to millions of global travelers.
Solution
Affine built a hyper-personalization engine leveraging Generative AI and Machine Learning to power real-time, targeted engagement: Integrated customer data from search, booking, and campaign systems into a unified data repository Built 360° traveler profiles using both explicit (e.g., preferences, destinations) and implicit (e.g., devices, channels) behavioral signals Trained ML models using Amazon SageMaker to predict Next Destination, Best Time to Contact, and Cross-Sell Propensity Developed a real-time Decision Engine to personalize emails using dynamic creatives and tailored messaging Implemented a Champion-Challenger testing framework to optimize content, timing, and format across traveler segments
Impact
$150M in annual revenue driven by GenAI-personalized offers and campaign optimization 13% increase in email open rates 5% uplift in CTR via dynamic content and channel-based targeting Improved engagement across both mobile and desktop channels