Customer experience

A single conversational interface, in text or voice, taps live NDC offers and the ticket’s GDS record at the same time. Travelers can ask about seat maps, extra-bag fees, visa rules, or same-day change windows and get an immediate, accurate reply. When weather or crew issues cancel a flight, the engine finds protected itineraries, calls the airline through an outbound voice bot to secure waivers, and texts new boarding passes within minutes. The result is almost zero “please hold” time and a strong sense of control for the traveler.

Benefits to the travel company

Because the same AI engine connects to NDC, GDS, CRM, and the outbound dialer, support shifts from a cost center to a revenue lever. Routine tasks such as name corrections, EMD issuance, and residual value tracking are solved end-to-end without an agent, cutting average handle time by as much as 70 percent and trimming segment fees. With real-time NDC hooks, the bot can also surface targeted upsells for premium seats, bags, or lounge access, helping service pay for itself. Transcript analytics reveal recurring itinerary errors and fare-rule traps, giving managers data to renegotiate airline contracts or refine workflows.

Benefits to the support team

Agents see only the edge cases. Every escalation arrives with the bot transcript, consulted fare rules, and a structured log of each airline call the voice agent has already completed. Instead of restarting the investigation, the human begins exactly where the machine stopped, solving complex, empathy-heavy requests in a fraction of the time. Lower volumes of repetitive work reduce burnout and shorten onboarding, while clear escalation paths open new specialist roles. Each agent correction is captured as training data, so the system learns continuously and the queue remains quiet.