Travelocity Business Unveils Technology Solution to Improve Customer Service

Travelocity Business today unveiled IntelliTask, an application designed to automate and streamline the offline agent process.

As part of the mid-office suite, IntelliTask identifies, delivers, and tracks prioritized bookings that need additional service to offline awaiting agents.

When bookings require agent intervention and assistance, most systems simply place these bookings into a queue until an agent is available to manage them. With IntelliTask, these bookings are prioritized and then pushed to an available agent. Requests are prioritized by several factors, including VIP travelers, travel date, and last date to ticket. Depending on the travelers' specific need or request, the booking will be sent to an agent who specializes in that area.

"While Travelocity Business is known for its efficiencies in providing touchless transactions, we never lose sight of the need for best in class customer service," said Yannis Karmis, president of Travelocity Business. "With IntelliTask, we've leveraged an innovative technology solution to provide better personal service in real time to the customers that need it the most."

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