A major tour operator needed to streamline and automate the management of pickup time requests (pickup times for transfers), which were usually handled manually by the operations team. The volume of queries, the variability of email formats, and the need to provide quick and accurate responses were creating bottlenecks.
We implemented an agent behavior emulation solution powered by generative AI and intelligent natural language processing, capable of automatically interpreting, analyzing, and responding to pickup time requests sent by customers via email.
Flujo automatizado de trabajo:
- Receipt of customer emails through a system with 24/7 active listening.
- Automatic interpretation of content using generative AI and NLP, identifying key categories.
- Analysis of results and validation of extracted data.
- Check the database to verify the current status of the application.
- Automatic response generation with generative AI:
- Direct response to the customer with the pickup time, if the information is available.
- Intelligent redirection to a human operator when review or additional data is required.
We implemented a generative AI solution that interprets pickup time requests via email, queries real-time data, and automatically responds to customers, reducing response times and improving the traveler experience.
- Multilingual interpretation of requests thanks to generative AI trained with tourism industry terminology.
- End-to-end automation of the query and response process.
- Seamless integration with the tour operator’s databases and internal systems.
- Agent emulation capability to maintain a natural and friendly communication style.
- Significant reduction in response times and equipment operating load.
- Scalability to incorporate new services and routes without complex retraining.
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