Automating Travel Reservation Support with Salesforce Agentforce
Challenge
Engine is trusted by over a million travelers and processes 500,000+ support requests annually. The organization was burdened by high-volume, repetitive tasks—such as bulk travel cancellations and reservation changes—that did not require expert judgment but consumed significant human resources. This operational strain led to higher costs-to-serve and limited the staff's ability to focus on complex, high-touch traveler interactions.
Solution
Astound Digital implemented Salesforce Agentforce to automate Engine’s travel reservation management. The autonomous AI agent handles cancellations and booking modifications in seconds by integrating directly with traveler data. By establishing the right groundwork for autonomous reasoning, the solution manages routine inquiries independently, shifting the service model from manual processing to a high-efficiency, AI-driven automation layer.
Results
- 1 Million + travelers have used Engine
- 530,000 support requests each year
- Agentforce handles cancellations in seconds and reduces average handle time by 15%
- 50% autonomous inquiry resolution
- $2M service cost savings
- Chat CSAT went from a 3.7/5 to 4.4/5
