Unlocking the power of AI for travel agents

Travel agents spend a significant portion of their day handling repetitive operational tasks that are essential to servicing travelers but don’t require human judgment. 

These tasks consume valuable time that could otherwise be spent helping travelers navigate disruptions, solve complex itinerary issues, and deliver the personalized service that creates exceptional travel experiences.

Today, we’re introducing new AI capabilities for travel agents built on a new multi-agent AI architecture. These capabilities reduce repetitive work and enable agents to focus where they deliver the greatest value.

AI agent for servicing tasks

Our new AI servicing agent automates high-volume, repetitive servicing workflows traditionally performed by travel agents. 

Built directly into the Spotnana platform, the AI agent for servicing tasks continuously monitors operational task queues, identifies servicing issues, and autonomously executes the same servicing workflows a travel agent would perform to resolve routine requests. 

Initial capabilities include:

• Cancelled segment (HX) automation – Automatically processes the highest-volume servicing tasks created by airline schedule changes, cancellations, upgrades, and traveler-initiated itinerary changes.
• Unticketed segment validation – Automatically validates ticketed itineraries, helping prevent ticketing issues while eliminating repetitive manual review.
• Residual MCO issuance – Automatically issues residual MCOs following eligible ticket exchanges and adds credits directly to the traveler’s profile for future use.
• Refund automation – Automates eligible refund workflows.

When a situation requires human judgment, the AI agent seamlessly transfers the task to a live travel agent together with the full history of its actions, ensuring that complex scenarios receive the expertise that a trained expert can provide.

AI agent for external bookings

Sometimes a traveler books offline or a travel agent needs to complete a booking directly with a travel provider. In the past, when these bookings occurred it was necessary for a travel agent to create a booking record in Spotnana manually, so the appropriate data could show up in itineraries and analytics. 

Now, when a user forwards an email confirmation our new AI agent for external bookings automatically imports externally booked trips into Spotnana. This helps TMCs provide a more complete servicing experience regardless of where travel was originally booked. 

AI co-pilot for travel agents

We’re also introducing an AI co-pilot that helps live travel agents resolve traveler requests more efficiently through intelligent assistance and workflow guidance. The AI co-pilot includes:

• AI-generated response suggestions – Helps live agents respond more quickly during chat conversations. 
• AI-generated summaries – Allow agents to quickly understand a traveler’s context and support history without reading through lengthy conversations or call transcripts. 

Together, these capabilities reduce average handling time while enabling faster, more personalized support.

AI-driven insights for servicing reports

Travel managers typically receive limited, periodic updates on the tasks travel agents perform, making it difficult to understand the value that travel agents provide. 

Spotnana now provides real-time global analytics on agent tasks, details on task type, priority, content source, and average handling time. The analytics help to show the growing proportion of tasks that are automated by AI.

Travel managers can also view AI-generated insights on trends and suggested actions based on the data for specific report widgets.

An AI architecture designed for continuous innovation

We believe AI should do more than recommend travel options and answer travel questions. It should understand a traveler’s context, take action across the entire travel lifecycle, and automate complex workflows. It should help travelers, travel managers, and travel agents accomplish more.

Our new multi-agent AI architecture is designed to achieve this goal. Rather than relying on a single general-purpose assistant, Spotnana allows multiple AI agents to work together under a centralized orchestration layer. This enables us to rapidly introduce new capabilities while optimizing each agent for accuracy and reliability.

The examples of AI agents announced today for travel agents are just the beginning. Over the next few months we will continue to release new AI agents and AI capabilities for travelers, travel managers, and travel agents.

To learn more about Spotnana’s next-generation travel platform, request a demo today.