The Challenge

A fast‑growing travel‑technology operating system provider that supports small‑to‑medium travel businesses and independent agents relied on largely manual PA and operations workflows to handle incoming service requests, incident reports, and booking follow‑ups. Requests arrived by email with long trails and free‑text descriptions, creating high handling times, inconsistent logging, and slow report preparation. With a current team of 11 FTEs, an average handling time (AHT) of 20 minutes, and work spanning 5-6 lines of business, the manual process limited scalability and reduced time available for high‑value agent support and product innovation.

Our Strategy

We designed a compact, production‑ready automation program that replaces manual triage with an integrated, agentic workflow while preserving human oversight for exceptions.

Ingestion and User Experience

• Unified intake: Centralize inbound mail from Outlook into a Power Apps intake dashboard so requestors can raise and track items directly.

• Auto emailer & missing data prompts: Dashboard highlights missing fields and triggers automated follow ups to reduce back and forth.

Serverless Processing and RPA

• Power Automate Desktop and Azure Functions normalize emails, extract attachments, and hand cases to RPA bots for level processing (Verint/legacy tools).

• Case alignment: RPA assigns cases to the correct LOB and updates backend logs automatically.

Agentic AI and Document Understanding

• Agentic AI handles free text understanding, intent classification, and entity extraction (customer name, booking ref, service type, urgency).

• Human in the loop: Exceptions and high impact incidents are surfaced to supervisors for quick review.

Reporting and Continuous Improvement

• Power BI dashboards refresh automatically from backend logs to provide leadership with SLA, volume, and AHT trends.

• Feedback loop: Analyst corrections feed model retraining to improve classification accuracy and reduce exception rates.

Technology and Security Highlights

• Low code front end with Power Apps for rapid adoption by travel agents and internal teams.

• RPA + Agentic AI combination to automate tool interactions while using LLMs for free text comprehension.

• Event driven serverless components (Power Automate Desktop, Azure Functions) for elasticity during peak booking windows.

• Enterprise controls: role‑based access, audit logs, and data residency options across different location to align with the client’s governance needs.

Outcomes and Benefits

• Reduced manual effort: Automation of intake, triage, and logging is expected to cut manual triage work by 60–80%, enabling the existing team to handle higher volumes without proportional headcount increases.

• Lower AHT and faster turnaround: Average handling time drops from 20 minutes to an estimated 5–8 minutes for routine cases, improving SLA adherence and customer satisfaction.

• FTE redeployment: Analysts move from repetitive processing to exception handling and higher‑value tasks such as agent enablement and product feedback.

• Improved visibility: Power BI reporting gives leadership real‑time insights into volume by line of business, backlog, and model accuracy—supporting data‑driven staffing and product decisions.

• Scalability for growth: The platform supports rapid month‑on‑month growth and enables the client to scale agent adoption while maintaining service quality.

Conclusion

The AI‑Powered Email Automation and Agentic Orchestration solution transformed the travel OS provider’s PA and operations workflow from a completely manual process into a scalable, auditable, and measurable system. The result: faster responses for travel professionals, lower operational cost per request, and more capacity for the client to accelerate product adoption and pursue its mission of empowering travel professionals globally.