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Challenge
The growing integration of Artificial Intelligence (AI) in travel technology presents numerous opportunities to enhance workflows and processes. AI models are transforming the operational landscape of travel agencies through personalized trip recommendations, real-time price monitoring, and streamlined booking assistance.
Despite the recognized benefits of AI, many remain uncertain about the best strategies for implementation and optimal use cases. Travel professionals often encounter challenges in effectively training AI models, sourcing reliable data, and ensuring seamless interaction between AI systems and existing platforms. Furthermore, the versatility of AI raises concerns regarding the potential displacement of traditional travel roles, complicating the balance between improving efficiency and maintaining the essential "human element" in travel services.
PoC Description
Leveraging Agentforce, a Salesforce AI product, DataArt has identified and tested several travel use cases that imagine Agentforce being integrated with existing booking systems of Online Travel Agencies (OTAs). The use cases also assume that Agentforce can be used both externally, by customers, and internally, by agents and other individuals working within the booking systems.
Example customer use cases
- Provide quotes
- Create bookings
- Identify situations that require agent intervention
- Include an agent in the conversation
Example agent use cases
- Streamline manual tasks
- Summarize information
- Assist with leads and opportunities
- Composing emails in context
A major inherent advantage of Agentforce is its ability to be easily configurable by Salesforce administrators through natural language instructions. The natural language functionality facilitates adjustments and experimentation with its capabilities. Furthermore, Agentforce is able to rely on any AI model, such as Chat GPT, allowing companies to “bring their own model” to the tool.
As a Salesforce-native chatbot assistant, Agentforce is reliable in accurately storing and accessing data. It enhances the customer experience by providing quicker responses, thereby increasing satisfaction. Additionally, it alleviates agents from mundane tasks, allowing them to focus on more valuable, engaging, and complex responsibilities.
Example Use Cases
- Travel Request
- When a customer contacts for a new booking, the AI agent interacts with them, gathers all the necessary information, and creates a case to be handled by a human agent. The AI agent is also instructed to upsell services.
- Agentforce - Travel Request video
- Update an Existing Case
- When a customer contacts to update or make a change to an existing case. The customer can add information to an existing case that will be added as a comment for the human agent to review.
- Agentforce - Add more information on an existing case
- Flight Status
- When a customer inquires about the status of an upcoming flight, the AI agent retrieves the information from a specific website and provides an answer.
- Agentforce - Flight Status
- Cruise Advisor
- Based on a set of products, the AI agent will offer the customer the one that best suits their needs
- Agentforce - Cruise advisor
- Internal Service AI Agent
- To assist service agents with their day-to-day tasks such as sending an email, travel policy, etc.
- Agentforce - Internal Service AI Agent
Business Benefits
- Enables the testing and implementation of a wide array of AI use cases
- Offers an intuitive way of communicating requests and fulfilling tasks
- Integrates with existing Salesforce platform and easily accesses all necessary data
- Increases the volume of transactions and interactions that can be handled on a daily basis
Technologies Used
Salesforce
Interested in learning more about DataArt’s Agentforce PoC?
Interested in learning more about DataArt’s Agentforce PoC and how it can be leveraged within your travel platform? We would love to hear from you!
Contact our Travel Agency Solutions team to discuss the specifics of the technology and the ways in which it can streamline your business operations, assist your agents, couple with other Salesforce technologies, and more.
