Before booking and departure
Customers ask about baggage, accessibility, check-in, travel documents and what is included before they feel ready to book or travel.
Industry solution
Customer operations for Travel .
AI guidance for everyday travel questions. Help customers understand their options, then bring in people for complex changes and urgent disruption.
My departure has changed. What happens to my connection?
Context to check: Review the booking and the operator’s confirmed travel options.
Next action: Explain verified options or route to the authorised travel team for a decision.
Shaped around the policies and permissions agreed for the operation.
A calmer response to a changed journey.
Customer
- Context to check
- Review the booking and the operator’s confirmed travel options.
- Next action
- Explain verified options or route to the authorised travel team for a decision.
From booking to rebooking.
Give people timely guidance across bookings, changes, cancellations and disruption, with clear ownership whenever plans move.
Changes, cancellations and refunds
Can I change a date or passenger name? What are my cancellation options? When will a refund arrive? Make the choices easy to understand.
Disruption and urgent rebooking
Delays, cancellations and missed connections create time-sensitive contacts. Give customers a calm answer, a clear owner and the next available route.
An example journey
Plans changed. The traveller needs options.
A customer asks whether they can move a booking after a disruption. Connect their booking context to the right policy and a person who can act.
Keep the booking context
Helpdesk brings the traveller’s messages together. An AI Agent uses connected booking data where configured to identify the journey and request.
Explain the relevant rules
Knowledge supplies the applicable amendment or cancellation guidance. Live Translation helps an advisor understand the customer’s request and explain the options.
Hand over a complex change
An advisor receives the disruption, dates and previous discussion together. The Dialler supports a prepared callback; Quality checks that the answer followed the relevant policy.
Agree which booking data and actions are connected. Complex rebooking, urgent disruption and exceptional refunds pass to an authorised person; AI uses approved guidance rather than guessing travel requirements.
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Support the whole booking journey.
Keep pre-departure questions, booking changes and disruption contacts connected to the traveller’s context.
Helpdesk
Bring booking questions from email, chat, WhatsApp and social into one inbox. Keep amendments, disruption messages and the agreed next step together when different teams need to help.
AI Agents
Answer approved baggage, check-in, accommodation and booking-process questions. Use connected booking context for defined enquiries, then route complex amendments and disruption cases to a person.
Knowledge & Agent Assist
Centralise fare or rate conditions, supplier guidance, cancellation policies and service updates. Help advisors find the rule for the specific booking rather than search separate documents during an urgent enquiry.
Live Translation
Help travellers explain a booking change or in-trip problem in their language. Advisors can understand the original request and translate a grounded reply back without losing the booking context.
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Stay useful when plans move.
Give phone enquiries a clear route and prepare callbacks with the booking and urgency already understood.
AI Receptionist
Welcome callers asking about departure details, a booking or a change. Answer routine approved questions, capture the journey and urgency, then use the agreed transfer or callback route.
Dialler
Prepare callbacks for rebooking, unresolved amendments or requested sales advice. Keep the itinerary, preferred contact time and previous notes with the call and record the outcome.
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Learn from the journeys that go wrong.
Use contact themes and service performance to improve amendment guidance, disruption communication and coverage.
Quality
Check whether advisors used the correct booking conditions, explained fees accurately and followed the escalation process. Flag an unsupported refund or rebooking promise against approved knowledge.
Surveys
Ask how helpful booking or disruption support felt. Compare traveller feedback with conversation quality to understand whether the next step was both accurate and reassuring.
Data Insights
Find repeated confusion around baggage, amendment fees, supplier handovers or disruption updates. Give product and operations teams customer evidence to improve the information travellers receive.
Analytics AI
Ask ‘Which hours were busiest during the disruption?’ or ‘How has the amendments backlog changed?’ See the data behind the chart before adjusting cover.
Customer stories.
Everyday guidance. People for changing plans.
Use Resolvable AI and Resolvable Outsourcing independently, or connect them around these journeys. Agree the knowledge, systems, coverage and handover rules for your operation.
- Answer routine questions from approved travel and policy knowledge
- Bring relevant booking guidance into the agent workflow
- Reveal repeat causes of contact and emerging disruption themes
- Add trained coverage around operating hours, disruption and peaks
- Work to agreed booking, amendment and escalation processes
- Represent your tone while staying connected to internal teams