The challenge

Travel enquiries arrived through web, email and phone, leaving agents to manually qualify travellers, assemble itinerary information and move booking context between workflows. The resulting operational overhead limited how efficiently the booking desk could scale.

What we did

Appnox approached the problem as a product and workflow engineering challenge rather than adding AI as a standalone feature. We rebuilt the booking experience around an AI-assisted workflow that could capture incoming enquiries, understand and structure traveller requirements, support itinerary preparation and carry the relevant context through the booking journey. Complex or exception-based cases could then be handed to human agents with the information already assembled, allowing them to focus on decisions that required travel expertise rather than repeating data collection and qualification work. The solution also connected the booking experience with the surrounding CRM and operational workflows, creating a more continuous path from enquiry to agent action.

The outcome

The redesigned workflow reduced manual work across the targeted booking operation by 61% and delivered a reported 5.0× ROI over the 12-month engagement. More importantly, the engagement shifted repetitive booking work from a predominantly manual process toward an AI-assisted, human-in-the-loop workflow. TravelMatic's team retained control over complex travel decisions while technology handled more of the structured, repetitive work surrounding each enquiry.

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