The operational problem
A change request rarely arrives with everything an agent needs. The traveller may refer to an earlier conversation, omit a booking reference or ask for an option that depends on supplier rules. Staff spend time finding context before they can make a decision.
We design a workflow that separates understanding the request from taking a transaction action. A system can assemble details and propose next steps while an authorised agent retains the decisions that affect cost, ticketing or customer commitments.
What the workflow can include
- Classify the request and identify the relevant traveller or booking context.
- Retrieve permitted information from connected systems and record its source.
- Prepare a structured work item, missing-information request or response draft.
- Route price changes, cancellations and exceptions to the appropriate approval queue.
Where human control belongs
Fare confirmation, payment, ticket issuance, exchange and refund actions need explicit rules, permissions and vendor support. We do not treat a conversational answer as proof that a booking has changed.
The implementation should record what was requested, what was approved and what the system confirmed. Uncertain or failed actions should create a visible exception rather than a reassuring but inaccurate message.
A useful first scope
Start with one high-volume servicing request, one operational team and an agreed system boundary. Compare handling time, rework, escalations and successful completion against a baseline. Expand transaction authority only after controlled testing.
Before we start
Can an agent automatically reissue every ticket?
No blanket capability is promised. Exchange and reissue support depends on the booking channel, supplier, permissions and approved implementation scope. Many workflows should retain human approval.