Spotnana has launched new AI capabilities for travel agents as a part of a new "multi-agent AI architecture" that eventually will expand to include functionality for travel managers and travelers as well.
The company said the architecture is built from agents that are mapped to specific Spotnana APIs to execute workflows and perform specific tasks. The architecture also has an open design so customers and partners can develop their own agents and integrate Spotnana's capabilities with other systems, according to the company.
"Rather than relying on a single general-purpose assistant, Spotnana allows multiple AI agents to work together under a centralized orchestration layer," Spotnana senior product manager Ami Merchant said in a blog post. "This enables us to rapidly introduce new capabilities while optimizing each agent for accuracy and reliability."
Four agent-focused capabilities are the first that Spotnana is launching as a part of the architecture. One automates routine servicing tasks for agents, such as managing servicing when segments are canceled due to airline schedule changes, validating unticketed segments issuing change orders. Another agent brings externally booked trips into the Spotnana platform, while a third acts as a co-pilot for agents, assisting them with traveler requests and providing suggested responses and conversation summaries from customer interaction. The fourth agent produces analytics on servicing tasks, including the number of tasks completed by the AI servicing agent.
"Travel agents spend a significant portion of their day handling repetitive operational tasks that are essential to servicing travelers but don't require human judgment," according to Merchant. "These tasks consume valuable time that could otherwise be spent helping travelers navigate disruptions, solve complex itinerary issues and deliver the personalized service that creates exceptional travel experiences."
Spotnana said it would introduce additional AI capabilities for travelers and travel managers, as well as additional capabilities for agents, built from the same platform "over the coming months."