The challenge
TripMerchant's phone lines were flooded with reservation changes, cancellations and itinerary questions. Demand is spiky and global — calls arrive in time zones far outside staffed hours and in bursts around booking windows and seasonal peaks.
Calls outside staffed hours went to voicemail or to competitors. The team spent most of their time on routine requests — changes within policy, questions answerable from the booking — that didn't need a human but were still sitting in the queue.
What we built
A voice agent that looks up bookings in real time, handles changes and cancellations against TripMerchant's policy rules, and answers itinerary questions from the booking record. When a change involves payment, it sends a secure payment link through the call. It transfers complex or high-value calls to a human agent with a full call summary so the agent doesn't ask the customer to repeat themselves.
The system operates 24/7. After-hours callers get the same experience as peak-hours callers — and after-hours bookings that used to be lost to voicemail are now captured and confirmed.
The result
- 55% of routine calls handled without staff involvement.
- After-hours bookings captured — no more lost to voicemail.
- Shorter hold times across peak-demand periods.
- Agents focus on complex and high-value calls, not routine changes.