In an era defined by rapid technological advancements, artificial intelligence (AI) is transforming industries across the globe. The travel sector is no exception, witnessing a paradigm shift in the way B2B Distribution operates. At the forefront of this digital transformation is Iñaki Fuentes, COO at Travelgate.
In this exclusive interview, we delve deep into Iñaki's insights on how AI is reshaping the travel industry's distribution landscape. Discover the innovative strategies Travelgate is implementing to leverage AI technology, enhance efficiency, and create new opportunities for Partners across the travel ecosystem.
We've heard a lot about how artificial intelligence is transforming the industry, but tell us, what is Travelgate's approach to AI in the B2B sector?
Well, AI has made a powerful entrance into B2B distribution, but here at Travelgate, our approach is clear: AI is not here to replace us, but to free us to focus on what truly matters. Technology is here to take away those repetitive and robotic tasks that nobody enjoys, giving us more time and energy to truly attend to the client, understand their needs, and be there when we are really needed.
That sounds like a very human approach to AI. How does that translate into the team's day-to-day activities?
That's exactly what we've been working on. AI at Travelgate is not a robotic assistant that answers questions automatically and coldly; it's more of an "invisible assistant" that takes care of the mechanical and repetitive tasks, freeing the team to focus on the complex ones. While AI handles the heavy lifting, our team can concentrate on tasks that require ingenuity, empathy, and creativity.
Tell us about the results. What have been the benefits of this “invisible assistant” so far?
he results have been quite significant. So far, we've saved the team about 1,229 support hours dedicated solely to routine tasks, which has allowed them to focus on strategic issues that require personalized attention. And here's where the real value lies: the client no longer has to wait for a generic response; they know there's a person who understands their needs and offers a tailored solution. This translates into something every company values: quality time, both for the client and the team.
How does this approach differ from the "mechanical" support often associated with AI?
AI at Travelgate is not here to provide automated, soulless service. On the contrary, it’s designed to offer real, authentic support. In the B2B sector, where every minute counts, customers are looking for precise and efficient answers. AI handles repetitive questions and trivial processes, while the human team devotes their time to solving problems that truly add value. This is much more than a mere technical adjustment; it's a profound change in how we build long-lasting and trustworthy relationships with our customers.
I see that AI also plays an important role in the development team. What impact has it had on their work?
A huge impact. AI has transformed our developers' daily work, from coding to software maintenance. It not only allows them to learn and experiment with new technologies but also to solve complex problems and automate repetitive tasks. This gives them an autonomy that was previously difficult to achieve and allows them to focus on what really matters: innovating and creating products that make a difference.
Can you give us some examples of how AI optimizes the development team's tasks?
Of course, AI has very specific applications in the developers' daily activities. Some examples include automatic code generation, creating documentation from the source code, test automation, and assisted quality and security review. It also helps in predicting risk areas in the code and optimizing the architecture. These tasks save us a lot of time and allow developers to focus on the more creative and strategic aspects of their work.
Let's talk about future predictions. What is Travelgate's vision for AI in the coming year?
At Travelgate, we are taking AI to the next level. Today, many AI systems, such as Retrieval-Augmented Generation (RAG), focus on providing quick answers, but our vision goes much further. We want the system to evolve into a creator of strategic reports. Because in the business world, we don't just need quick answers; we need smart decisions, and reports are a key tool for making those decisions.
How does the value of an AI-generated report differ from a quick response?
The difference is vast. A RAG system that saves time by answering questions has a clear, but limited, utility. However, a detailed report—even if generated by AI in the background—is a strategic product that guides decisions and allows for more effective resource allocation. Instead of being valued based on saved salaries, it is measured by its impact on high-level decision-making. At Travelgate, we are working to have these reports generated in pre-designed, easy-to-use formats, like SOPs (Standard Operating Procedures), that facilitate and streamline the work of the management team.
Let's move to the human aspect. The concept of the “knowledge worker” has been heard a lot lately. How does it fit into Travelgate's vision?
Perfectly. Technology is here to free teams from the routine, but the real value still lies in human judgment. The concept of the “knowledge worker” describes someone who knows how to use technology strategically, asks the right questions, and guides decision-making. At Travelgate, we are building such teams: people who not only handle technology but know how to use it to see beyond the obvious and make decisions with real impact.
To conclude, how would you define the role of AI in the future of Travelgate in one sentence?
In short, AI is a powerful tool, but strategy, creativity, and values will continue to originate from people. AI is here to facilitate, not to replace. And at Travelgate, we understand this clearly: when AI and human talent work together, the result is exceptional.
Every team at Travelgate leverages AI to boost their work efficiency. Even our Marketing Teams integrate AI into their daily routines, which has enabled us to produce this fantastic podcast, providing you with an alternative way to experience this interview: