Talkdesk Travel & Leisure Experience Cloud™ is a purpose-built, AI-powered CX platform tailored for the travel industry. Designed to help airlines, hotels, and travel providers deliver seamless, digital-first service, the Travel Experience Cloud enables faster resolution of traveler needs through a unified platform that connects systems, channels, and teams. With pre-trained virtual agents for travel-specific use cases and real-time responsiveness, it transforms both customer and agent experiences.
Note: Setup and enablement of the Travel Experience Cloud is managed by Talkdesk. Please contact us if you are interested in implementing this product.
Main Capabilities
Traveler Lookup & Profiles
The Travel Experience Cloud integrates with core travel systems to automatically identify travelers through their contact methods or account information. This ensures agents and bots can deliver personalized service without requiring basic details from the customer.
Booking & Itinerary Management
Virtual and live agents can retrieve, update, or modify bookings with ease—supporting changes to flights, accommodations, seats, and meal preferences. The system enables fast booking lookups and streamlined workflows, allowing travelers to confirm and pay for changes directly within the conversation.
Proactive Booking Proposals
When delays or cancellations occur, TEC automatically suggests alternate travel options tailored to customer preferences or loyalty status. Virtual agents can present rebooking choices, handle confirmation, and escalate to live agents when needed, reducing customer effort and downtime.
Proactive Travel Notifications
Keep travelers informed across their preferred communication channels: SMS, chat, and push notifications. Use automated or manual triggers to send real-time alerts, such as gate changes, baggage carousel info, upgrade confirmations, and delay updates.
Seat Upgrades
Travelers can request seat upgrades through any supported channel. TEC identifies eligibility, presents upgrade options (paid or complimentary), handles payment, and confirms changes—all within a seamless, self-service flow.
Connected Channels & Systems
With deep integrations to travel systems, the Travel Experience Cloud supports omnichannel engagement. This ensures agents and bots operate with full context for each traveler interaction.
For more information, please reach out to your account team. Please note that this feature is currently in Early Access and may not be available for all accounts.