DIRECT TRAVEL
Transforming customer experience through AI
From manual responses to touchless journeys
With more volume comes more responsibility. Direct Travel knew they needed to deliver faster, more personalized service while managing unprecedented levels of content and customer inquiries. Looking to Sabre, they found a collaborative partner with AI-powered solutions that would transform customer experience from time-consuming to touchless.
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Ambition
Reimagining travel service for the digital age
For a global travel management company handling massive volumes of customer interactions, the traditional approach to travel service needed reinvention. Direct Travel sought a way to enhance traveler experience while managing the industry’s growing complexity.
“We are in a transformational journey right now,” explains Christine Sykes, Executive Vice President of Customer Experience at Direct Travel. “We have so much content out there… we have to find a way to be able to respond to our customers with the best experience, the best options and we need to do that very quickly.”
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Creating tomorrow’s solutions through collaborative innovation
Direct Travel and Sabre embarked on a partnership focused on leveraging AI and advanced technology to revolutionize customer service. The collaboration went beyond traditional solutions, focusing on creating touchless experiences that could transform customer interactions.
“Sabre ask good questions. They’re good listeners, active listeners,” Sykes notes. “When we came to Sabre with our challenge of how can we get those options to our customers faster, they helped to ask all the right questions that helped to lead us down a path of better collaboration and the outcome really was terrific.”
outcome
Transforming customer service through technology
The impact of this innovative approach has been remarkable. By implementing AI-powered solutions, Direct Travel has dramatically improved their service delivery and operational efficiency.
“We’ve seen a significant reduction in our average handle times with our contacts,” Sykes shares proudly. “We’ve seen a much quicker, touchless environment for our travelers in collecting the right information and making the right retail decisions in traveling on their journeys.”
But the benefits extend beyond speed. The partnership has proven invaluable in managing travel disruptions – a critical capability in today’s unpredictable environment. As Sykes puts it, “Regardless of what the disruptor has been in the travel industry overall, in the almost 40 years that I’ve been in this business, Sabre has always been a partner that we can rely on to help us with that disruption and even in some cases, prevent it altogether.”
Looking ahead, this dynamic partnership continues to evolve, focusing on new technologies, retailing innovations, and enhanced customer experiences. With Sabre’s support, Direct Travel isn’t just meeting today’s challenges – they’re preparing for tomorrow’s opportunities.
