Travel operations AI technology Acai Travel has launched a new AI helpdesk for agencies that brings travel context together on a single platform, the company announced.
Acai Desk connects systems including global distribution systems, New Distribution Capability content and flight booking tool Lleego along with a native connection to Microsoft 365 to let agency teams work from a single system instead of switching between multiple tools. Google Workspace will be connected to Acai Desk "soon," the company said. In addition, the tool has AI-routing capabilities that can manage an agency's queue of cases in determining their intent and complexity, according to Acai, which was the winner of Business Travel Show Europe's Innovation Faceoffearlier this summer.
Bringing those systems together and giving agents context before they begin a case will help them be more efficient and cut down on manual work, according to the company.
"The average travel advisor spends 20 minutes on a case, jumping between the helpdesk, the GDS and airline websites," Acai chief technology officer and co-founder Pavel Pratyush said in a statement. "Almost none of that time is spent making the change; it's spent finding the context. For a busy team, those minutes add up to hundreds of hours of support time lost every month."
Dallas-based Campbell Travel, Spanish travel management company Nautalia and Australian TMC Connections Group were early adopters working with Acai to develop the helpdesk, and the TMCs' teams now are running daily customer operations on the platform, according to Acai.