Modernizing Digital Self-Service for Corporate Travel

Overview

A global corporate travel management provider sought to enhance the digital customer experience within its online travel portal, which supports business travelers booking, managing, and servicing work-related travel. As expectations for speed, personalization, and self-service continued to rise, the organization needed a more intelligent, scalable way to support high-volume travel workflows without increasing operational overhead.

The company implemented AI for Service from Kore.ai, embedding AI Agent-powered self-service directly within the travel portal. This approach enables travelers to resolve common requests quickly and consistently, while establishing a modern foundation that can evolve toward more advanced, agentic service capabilities over time.

The Challenge

Business travelers rely on digital portals to manage critical travel needs—bookings, itinerary changes, and service requests—often under tight time constraints. As portal usage grew, the organization needed to ensure its digital experience could scale without becoming fragmented, slow, or difficult to navigate.

Key pain points included:

• High volumes of customer interactions within the travel portal
• Friction in common service requests that slowed task completion
• The need to provide always-available support without increasing operational overhead
• Maintaining a consistent, branded experience across complex travel workflows

The organization needed a way to improve self-service efficiency while keeping the experience simple, reliable, and aligned with enterprise standards.

The Solution

The company implemented Kore.ai to modernize digital self-service within its corporate travel portal. AI agents were  embedded directly into the portal experience, guiding users through common travel-related interactions and helping them resolve issues quickly without leaving the platform.

The solution enabled:

• AI Agent-powered self-service supporting  bookings, changes, and service requests directly within the portal
• Automated handling of high-frequency travel inquiries, reducing friction for business travelers
• Consistent, AI-driven guidance aligned with enterprise policies and brand standards
• A scalable digital service layer designed to handle peak travel demand

By integrating Ai Agents  into the core travel experience, the organization improved usability and responsiveness while creating an agentic foundation for end-to-end service journeys.

Business Impact

By introducing AI Agent-powered self-service within its corporate travel portal, the organization improved how customers interact with and navigate critical travel workflows across the booking and servicing lifecycle.

Early outcomes include:

• Improved accessibility to digital self-service, enabling travelers to resolve common requests directly within the portal without external support
• Reduced friction across high-frequency travel journeys, such as itinerary management and service inquiries
• Consistent, always-available support, aligned with enterprise brand and experience standards
• A scalable digital engagement model, designed to support growing portal usage and peak travel demand without proportional increases in support effort

Together, these outcomes demonstrate how AI for Service strengthens digital customer experiences while positioning the organization for increasingly orchestrated, agentic service models as traveler needs and expectations continue to rise.

The Kore.ai Advantage

Kore.ai enabled the organization to embed AI Agent-powered self-service directly into a complex, enterprise travel platform without disrupting existing workflows. AI for Service provides the flexibility, governance, and scalability required to support high-volume digital interactions while maintaining alignment with enterprise policies and brand standards.

This deployment establishes a foundation for evolving toward more intelligent, orchestrated service experiences as traveler expectations and business needs continue to grow.