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Travelocity Business announced its unique cost-saving solution, IntelliTask, designed to automate and streamline the offline agent process. As part of the mid-office suite, IntelliTask identifies, delivers and tracks prioritized bookings that need additional service to offline awaiting agents.
When bookings require agent intervention and assistance, most systems simply place these bookings into a queue until an agent is available to manage them. With IntelliTask, these bookings are prioritized and then pushed to an available agent. Requests are prioritized by several factors including VIP travelers, travel date and last date to ticket. Depending on the specific travelers’ specific need or request, the booking will be sent to an agent who specializes in that area.
“While Travelocity Business is known for its efficiencies in providing touchless transactions, we never lose sight of the need for best in class customer service,” said Yannis Karmis, president of Travelocity Business. “With IntelliTask, we’ve leveraged an innovative technology solution to provide better personal service in real time to the customers that need it the most.”
As a full service travel management company with online adoption rates well above industry averages, Travelocity Business ranks among the top 10 travel management companies in North America, offering corporations a compelling combination of best-in-class automation and traditional travel management services.
While Travelocity Business leads the industry with 92 percent touchless rate for all reservations, there are a variety of reasons for agents to provide additional service on bookings. Simplifying this process saves customers time and money when they are looking to finalize or change travel itineraries.
Theodore is the Co-Founder and Managing Editor of TravelDailyNews Media Network; his responsibilities include business development and planning for TravelDailyNews long-term opportunities.
