Visitor attraction · AI assistant on the booking site
replies arrived in under 4.5 seconds
replies was a dead end, with no route to a human
replies offered a booking, took contact details or handed off
findings recorded: 2 high, 1 medium
The one safety question that would decide whether the family books at all went unanswered, with no route to a human who could resolve it.
Lead handling scored 28 out of 100, the weakest dimension by 38 points, even though the visitor was actively planning a paid visit this weekend.
A customer would act on these numbers before ever speaking to a human.
The visitor asked once, plainly, whether her 71 year old mother-in-law could exit the walkway partway round if the heights got too much. The bot returned a flat knowledge-base miss and asked her to rephrase.
A family booking decision stalled on an unanswered safety concern, with no human handoff offered. If this pattern holds for other accessibility questions, it is a recurring trust and conversion risk, not a one-off gap.
Across all five replies, the bot never offered a booking link, asked for contact details, or suggested a next step, even after pricing and suitability were resolved.
A visitor who was ready to commit left with no path to convert. Lead handling is the single most fixable dimension in this run: everything else the bot needed to say, it said correctly.
Based on one controlled visit, five bot replies, scored against Decoy's six-dimension rubric. Full method note on the final page.
A controlled synthetic customer, written for this business and this funnel position. Everything below was fixed before the conversation started.
Hannah, 37, lives about an hour away. She is driving over on Saturday with her partner and their two kids, aged 6 and 11, plus her mother-in-law who is 71 and does not love heights. They have one afternoon and have not booked anything. She is looking at the site on her phone while the kids are in the car.
Whether this is worth the afternoon for her particular group, and what it would cost the five of them. Specifically: how pricing works for a family of that shape, and whether the walkway is manageable for someone in their seventies who is uneasy about heights. Mildly curious whether the evening version is a separate ticket.
Warm and practical, types quickly and in lower case, asks one thing at a time. Not difficult, but she does not let a vague answer stand: told "suitable for all ages" she asks what that means for someone scared of heights. She says plainly when an answer does not tell her what she needs.
Five dimensions sit in a tight band between 68 and 86. The sixth collapses: lead handling at 28 is the notch in the outline, and it is the only axis where this visit failed rather than merely underperformed.
Pricing, height specifics, and ticket separation were all answered concretely, but the one question most tied to the mother-in-law's actual comfort (an escape route if she gets nervous) went completely unanswered, leaving the core accessibility concern only half-resolved.
All five replies landed within 3.3 to 4.5 seconds with no dead air, though one visitor question received a fast but empty non-answer rather than a substantive response.
Numbers were specific and internally consistent across turns, and the bot appropriately admitted ignorance rather than inventing an accessibility feature, which is good honest scoping; the one gap pulls this down from excellent.
The bot tracked context well across pricing, heights, and ticketing questions with no repetition loops, but the knowledge-base miss on the exit-route question was a hard stop rather than an attempt to redirect or escalate.
At no point did the bot offer a booking link at the natural moment, invite contact details, or escalate to a human when it hit its knowledge gap, missing an obvious conversion and support opportunity.
The greeting and tone stayed warm and on-brand throughout, and the bot was appropriately cautious rather than overpromising on the heights question, though the register was fairly plain and corporate rather than distinctly branded.
Three findings, ranked High to Medium. Each carries the evidence behind it, the business implication, and the condition that would prove it fixed.
The customer asked whether a height-anxious 71 year old could exit partway round. The bot returned a knowledge-base miss and asked her to rephrase, with no human handoff and no alternative route to an answer.
ok that's good detail, is there like an easy exit partway round if she gets nervous, or is it one continuous loop once you start?
I don't have an answer for that in my knowledge base. Please try and rephrase your question, I work best when full phrases are used.
Lead handling scored 28 out of 100, the weakest of six dimensions by a wide margin. At no point did the bot offer a booking link, invite contact details, or escalate to a human when it hit its knowledge gap. See Dimension performance for the full breakdown.
Family pricing, the senior concession, walkway heights and the combo-ticket window were all stated as fact with no cross-check against published sources. See the Claim ledger.
Statements the bot made that a customer would act on. Not yet cross-checked against published information for this run.
5 bot replies · fastest 3.3s · median 3.8s · slowest 4.5s
Hi there! I'm [assistant], the AI assistant. I can help you find answers quickly or connect you with the team. How can I assist you?
Ticket Prices
Clicked the bot's own quick reply, did not type this
General admission starts at [adult price] for adults (16+ years) and [child price] for children (5-15 years), with under 5s free. Evening walk and family pricing options are also available. For the most accurate pricing, including fast pass and combo rates, please visit here.
ok so for 2 adults 2 kids and a grandma (71) would that just be 3 adults + 2 kids rate or is there a family/senior deal?
For general admission, you can use the family price of [family price] for 2 adults and up to 3 children (5-15 yrs). For your group, the two adults and two children fit this package. The grandmother (71) can use the senior concession rate of [senior price] with valid proof of age; otherwise, she would pay the standard adult rate.
ok that's actually helpful, thanks. now the big one - my mother in law is 71 and really doesn't like heights, is the walkway something she could actually do or should she wait at the bottom? how high does it get?
The walkway starts at 8 metres above the ground, with the highest mandatory point at 14 metres. There is an option to go up to 22 metres via a higher viewing platform, but this is not required. If your mother-in-law is uncomfortable with heights, she may find the experience challenging, as the minimum height is 8 metres.
ok that's good detail, is there like an easy exit partway round if she gets nervous, or is it one continuous loop once you start?
I don't have an answer for that in my knowledge base. Please try and rephrase your question, I work best when full phrases are used.
fair enough. different question - is the evening walk a separate ticket to the day walk or can i do both on one ticket?
It is one ticket per walk, so if you would like to do both day and evening, you will need to purchase two separate tickets (per person). Alternatively, there is a day and evening combo ticket, which covers both walks within a consecutive 3 day period (general admission entry only).
One controlled visit by one synthetic customer, scored against Decoy's anchored six-dimension rubric, through the business's live public chat widget only. No backend access, no account changes, no prompts or model details disclosed.