- Manish Jain
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The way travelers plan and book trips has fundamentally changed. Instead of starting their journey on online travel agencies (OTAs), today’s travelers increasingly begin with AI-driven discovery—searching through conversational interfaces, chat assistants, and voice tools to explore destinations, compare options, and build itineraries.
While direct bookings are far more profitable for travel brands, converting these AI-driven inquiries into confirmed reservations is harder than ever. Travelers expect instant answers, personalized recommendations, and seamless handoffs between digital and human support.
This shift has made travel booking support BPO a powerful revenue lever. By combining AI-powered automation with agent-assisted booking services, travel brands can increase direct bookings, improve average order value (AOV), and reduce dependency on third-party platforms.
The New Booking Journey
Modern travel booking is no longer linear. It is conversational, exploratory, and highly personalized.
AI-Driven Discovery
Travelers now use AI tools to research destinations, compare prices, and evaluate options long before they reach a booking page. These early interactions shape expectations around speed, accuracy, and relevance.
Conversational Planning
Rather than navigating static forms, travelers increasingly prefer conversational planning—asking questions, refining preferences, and exploring alternatives in real time. Booking support must adapt to this interactive behavior.
Expectation of Instant Personalization
From preferred travel dates to budget constraints and loyalty status, travelers expect recommendations tailored to their individual context. Delays or generic responses quickly lead to abandonment.
Agentic AI and Human Agents: A Revenue-First Model
AI alone cannot close complex travel bookings. However, when paired with skilled human agents, it becomes a powerful conversion engine.
AI Handling Availability, Pricing, and Policies
Agentic AI systems manage high-speed tasks such as:
- Real-time availability checks
- Dynamic pricing comparisons
- Fare rules, cancellation policies, and restrictions
- This automation removes friction and accelerates decision-making.
Humans Designing the Experience
Human agents focus on experience design—recommending upgrades, tailoring itineraries, and addressing nuanced concerns. This human layer builds trust and drives emotional commitment to the booking.
Faster Conversions and Higher AOV
The combination of AI speed and human persuasion results in faster conversions and higher average order value through relevant upsells and personalized add-ons.
Embedded AI on Brand-Owned Channels
To capture more direct revenue, travel brands must meet travelers where they are—on owned digital channels.
Website Chat and Voice
AI-powered chat and voice assistants embedded on brand websites provide instant booking support without redirecting travelers to OTAs.
LLM-Powered Search and Recommendations
Large language models (LLMs) enhance on-site search by understanding intent, context, and natural language queries—making it easier for travelers to find the right option quickly.
Reducing Dependency on OTAs
By strengthening owned-channel conversion, brands retain control over the customer relationship and avoid high commission fees associated with third-party platforms.
Revenue Impact of Personalized Booking Support
Personalized, AI-enabled booking support delivers measurable business outcomes.
Higher Conversion Rates
Real-time assistance reduces abandonment and captures intent at the moment of decision.
Increased NPS and Satisfaction
Smooth, helpful booking experiences improve Net Promoter Scores and set the tone for the entire customer journey.
Stronger Brand Loyalty
Direct, personalized interactions foster trust and repeat bookings—reducing reliance on paid acquisition channels.
SkyCom’s Role in Agentic Commerce
SkyCom enables travel brands to operationalize agentic commerce through travel booking support BPO models built for revenue growth.
Our approach includes:
- AI-augmented booking agents trained to convert intent into revenue
- Booking KPIs focused on conversion rate, AOV, and direct revenue
- Scalable nearshore delivery to support global demand
By aligning technology, talent, and incentives, SkyCom helps travel brands turn booking support into a profit center.
Increase Direct Bookings Without Increasing Marketing Spend
Direct revenue growth does not require higher ad budgets—it requires better conversion at the point of intent.
