Inside Travelgate’s AI-Driven Customer Care Evolution

At Travelgate, delivering exceptional support is a core part of our mission. That’s why we’ve continued to invest in smarter systems and more processes,  combining the power of Artificial Intelligence (AI) with the insight of our human support team.

The result?

A more responsive, scalable, and partner-friendly support experience.

🚀 A Smarter Approach to Support

Over the past year, we’ve implemented a strategic initiative to categorize all support cases by their automation potential. This allows us to:

• Improve our products based on recurring issues

• Continuously train and refine AIna, our AI support assistant

• Strengthen our help documentation and self-service tools

With this foundation, we can detect pain points earlier and act faster — ultimately creating solutions that scale across our entire partner network.

📊 The Impact: By the Numbers

Our efforts are already delivering impressive results:

• Consistent drop in ticket volume since October 2024, with more issues resolved directly by AI — without the need for human intervention

• 30% faster case resolution in Q1 2025 vs. Q1 2024, a standout improvement in response efficiency

• 25% of total tickets are now resolved with AIna.

• 35% decrease in first response time, meaning our partners get help faster than ever

🤝 What Our Partners Say

It’s not just about internal metrics — partner satisfaction is the true measure of success.

• 82.18% of partners say Travelgate helped resolve their issue effectively

• Among those who shared feedback, 65.6% specifically praised the speed of our support

These numbers are more than just stats; they represent the trust our partners place in us and the growing confidence in our support model.

🔍 AI + Human Insight = Better Support

One of the key enhancements we’ve introduced is a hybrid process where our team can access and review AIna’s first responses. This helps us:

• Validate and improve AI-generated answers

• Deliver more accurate follow-ups

• Empower partners to self-manage recurring issues

By learning from every case — whether handled by AI or a support agent — we continue to refine our processes and ensure consistency and quality across all interactions.

💡 Looking Ahead

This is just the beginning. Our goal is to make Customer Care not only more efficient, but also more predictive — anticipating needs before they become problems. With the combined power of technology and human empathy, we’re building a smarter support ecosystem for the entire Travelgate network.