Especially since the Covid pandemic, the travel sector has become quite volatile. Customer care departments are flooded with thousands of requests each month. Handling these requests demands a lot of manual labor, which is especially challenging during peak seasons. This challenge is accompanied by personnel shortages, disruptions at major international airports and geopolitical events that occur at increasing frequency. Business disruptions and long waiting times for customers tend to be the result, along with lower service quality.

A new rhythm for employees: no more robotic repetition

For a leading travel agency based in the Netherlands, we implemented several automated flows playfully referred to as ‘MrRobot’. These flows cover common repetitive tasks such as handling flight changes, consolidating travel documents and creating correspondence logs so that customer care agents can focus on more valuable tasks. These flows were chosen based on a thorough analysis of impact and implementation speed, and they were connected to existing systems to seamlessly fit into employees’ current workflows. Fit-for- purpose tools such as ChatGPT, RPA and low-code platform OutSystems were used, delivering the first fully automated flow in just 4 weeks. Furthermore, an automation dashboard was built to allow for performance monitoring and to improve processes in real-time.