How Thunai Automates Travel Inquiries and Booking for a Globally Renowned Travel Agency Using Thunai Omni

Client Overview

Our client is one of the world’s most recognizable travel brands. This travel agency runs a huge travel business known around the world, selling full holiday plans. The team lists thousands of spots to visit with their BAU, covering flights, hotels, and tours.

Their portfolio spans thousands of destinations, requiring them to manage complex flight networks, hotel inventories, and curated tour packages. 

The Challenges: High Volume, High Stress, Time-Sensitive Customer Inquiries

The booking center faced a tough mess. Agents dealt with over 350,000 calls and chats a month. These tasks were not simple to sort out.

Customers asked to change flights. Others wanted to map out long trips. Some just wanted to check on hotel rooms.

This high-complexity environment created several critical operational bottlenecks:

• Spread Out Information Sources: Agents had to navigate a maze of disconnected data. Information was scattered across static PDF brochures, real-time Global Distribution Systems (GDS) for flights, and the company website. Agents wasted valuable time toggling between screens to find basic answers.
  
• Slow Response to Volatile Pricing: Flight costs change fast. Agents struggled to keep up with current prices. They put customers on hold to look up numbers. Callers often hung up.
  
• Inability to Track Customer Sentiment: With hundreds of concurrent calls, supervisors had no way to detect when a high-value interaction was going sour. A frustrated customer struggling with a complex itinerary would often hang up before a manager could intervene, leading to reputational damage.
  
• Missed Upsell Opportunities: Since agents focused hard on just booking flights. They missed chances to add on extras or upsell. The team did not hand out enough insurance or upsell tour options.

Our Intelligent Solution

We turned around how the client works. The team brought in Thunai Omni. This system links customer chats with data.

At the center of this was the Thunai Brain. We ingested the client’s vast library of PDF brochures, destination guides, and policy documents while simultaneously connecting to their real-time flight and hotel data streams.

This integration allowed us to automate and elevate the entire traveler journey:

• Human-Like AI Voice Agent: We set up an AI agent on the website and phone lines. The bot learned from the files and live data. This AI voice agent speaks to customers like a person. The AI picks up questions about trips and costs, answering them right away. This filtered out 60% of simple calls. Human agents could then work on harder bookings.‍
• Real-Time 'Co-Pilot' Assistance: We gave agents the Thunai Co-Pilot. This tool listens in on the call. A customer might ask for a flight change. When a customer asks for a flight change or a hotel upgrade, the Co-Pilot instantly pulls real-time pricing and availability from the backend and displays it on the agent's screen. Agents did not have to search around, resulting in cutting down handling time by 53%.‍
• Sentiment-Triggered 'Barge-In': Thunai Omni introduced a safety net for high-stakes calls. The system analyzes customer sentiment in real-time. If a high-value customer shows signs of frustration, the system alerts a supervisor who can "barge in" to the call with full context to save the relationship. This feature drastically reduced escalation rates.
• ‍Contextual Revenue Intelligence: The AI Brain identifies sales chances. A customer might book a flight to Paris. The Co-Pilot tells the agent to bring up a river cruise. This helps pile on more packages. Package sales went up by three times. In conclusion, Thunai changed the client's travel business. The setup turned a busy desk into a money maker.

Conclusion

Thunai changed the client's travel operations from a disjointed booking desk into a streamlined, revenue-generating experience engine.

The platform provided a single source of truth by unifying PDF content with live data. It empowered agents with real-time Co-Pilot answers and protected the brand with sentiment-based intervention. 

Ultimately, it allowed the client to resolve inquiries 53% faster while tripling their conversion rate on high-margin holiday packages.