AI Voice Agent for travel agencies

AI in travel agencies: more than just a chatbot

Before we focus on voice bots, it is worth noting that AI in tourism works on many levels. It supports travel planning, analyzes customer preference data, and predicts demand. Here are some key applications:

• Text chatbots – they help customers 24/7 by providing information about offers, prices, and availability.
• Recommendation systems – analyze search history, previous bookings, and trends to suggest the perfect vacation.
• AI in marketing – personalizes advertising messages and dynamically tailors offers to the user's intentions. It allows you to create graphics and video recommendations.

What is a voice bot and how does it work in a travel agency?

The voice technology market in tourism is growing at an impressive rate. According to data from the Verloop report, 78% of hotels worldwide already use AI solutions that help guests with everyday communication – from checking available attractions to ordering room services. Experts predict that soon as many as 60% of travel bookings will be made using voice interfaces. This means that conversation – not clicking – will become the primary way of contacting travel brands.

At the same time, travelers' expectations for personalization are growing: 82% of customers say they choose companies that can tailor their communication and offerings with the help of AI. The effects are also visible in financial results – artificial intelligence systems help increase revenue per available room (RevPAR) by an average of 15%. These figures clearly show that Voice AI and data-driven automation are no longer an addition to service, but a pillar of the modern travel experience.

A modern voice bot (AI Voice Bot) is definitely more than a simple IVR with a “press 1 if you want...” menu. It is an advanced AI-based system that:

1. Listens – recognizes customer speech (ASR – Automatic Speech Recognition).
2. Understands – interprets intentions and data, e.g., “I want to change my flight date” (NLU – Natural Language Understanding).
3. Decides and acts – analyzes the context, makes a decision, and performs an action: sends a confirmation email, checks the refund status, or connects to the appropriate department.
4. Responds – in a natural, human way, without delays or errors.

Benefits of implementing a voice bot in a travel agency

The implementation of Voice Bot brings measurable business results. In the travel industry, where every second of service and every mistake counts, this advantage cannot be overestimated.

1. 24/7 sales – answers questions at any time

Although some people prefer to purchase trips online, many customers still prefer to ask specific questions or clarify their doubts over the phone. Thanks to the introduction of a knowledge base and information about available destinations, a voice agent can help you choose a travel destination, suggest destinations, or recommend specific hotels, e.g., for families.

2. Complaint handling

Travelers call at any time – at night, from another country, after a delayed flight. Voice Bot, available 24/7, 365 days a year, eliminates the problem of missed calls. This gives the customer a sense of care, and each recommendation or situation can be forwarded for further handling or saved. It also gives the service teams a break – AI agents are good at dealing with frustrated or upset customers.

3. Saving consultants' time

Voice Bot takes over repetitive queries: booking changes, refund status, invoice requests. Agents can then focus on more complex, valuable sales conversations. In practice, as shown by the example of Thrillark (Dubai), the implementation of Voice AI has reduced the number of service calls by 80% and the first response time by 80.9%.

4. Support for advertising and marketing campaigns

Voice Bot can also be an active point of contact for advertising – for example, it can receive calls from Google Ads or Meta Ads campaigns or virtual numbers placed on offer pages.

Challenges and limitations of voice bots

Although voice bots open up new opportunities for the travel industry, their implementation comes with certain challenges and limitations. One of the most important aspects is effective real-time speech recognition – travel agency customers use different accents, dialects, and even slang, which can make it difficult to understand customer queries correctly. Voice bots must be constantly improved to cope with the diversity of natural language and ensure smooth service even in unusual situations.

Another challenge is the integration of voice bots with other technologies used in travel agencies, such as CRM systems, booking platforms, and tools for managing relationships with airlines and hotels. Efficient data exchange between these systems is crucial for the bot to provide up-to-date and accurate responses to customer queries.

Security and privacy limitations must also be taken into account. Voice bots must be designed to protect sensitive customer data and comply with legal requirements for information protection. Implementing these solutions therefore requires not only investment in technology, but also in appropriate procedures and employee training.

Voice bot in small travel agencies

For large travel agencies, implementing an agent can mean significant savings. The agent is able to handle up to 80% of queries, which for large companies means a reduction in call handling costs of thousands or tens of thousands of dollars. However, AI agents are also a solution for smaller travel companies, which, although on a smaller scale, can also implement call handling automation.

1. Providing 24/7 access to information and call handling

A modern AI voice agent never “closes the office.” It operates around the clock, seven days a week, providing travelers with instant access to information about offers.

This allows even small travel agencies to compete with large tour operators, which have long offered after-hours support. In practice, this means that a customer looking for a vacation on a Saturday evening can get answers right away – without waiting until Monday.

Voice agents handle multiple calls simultaneously, so wait times are virtually eliminated and customers make purchasing decisions faster.

In an industry where decisions are impulsive and emotional, 24/7 availability often determines who wins the customer.

2. Automating customer complaints and requests

Handling complaints in travel agencies is a process that requires precision and empathy – but many of its stages can be effectively automated.

An AI voice agent can:

• accept a report,
• ask for basic information (e.g., reservation number, travel dates, problem),
• record it in the system, and forward it for further processing.

This provides the service team with complete, organized information that they can use to take further action. This solution not only shortens response times, but also increases the feeling that the customer has been “heard” immediately after making the report – even if their case requires further human intervention. In addition, AI agents are great at dealing with upset customers – they do not react emotionally, which allows them to provide good and satisfactory service, while at the same time reducing the burden on the complaints department. The agent takes on the first, often the most difficult, contact. 

3. Adding a voice number to advertising campaigns and increasing the number of leads

AI voice agents can become an active part of marketing campaigns. Travel agencies are increasingly placing a dedicated voice-enabled phone number in Google and Meta ads or on landing pages.

This means that:

• the user does not have to fill out a form – all they have to do is call, and the AI agent will respond immediately,
• it automatically qualifies the customer's intention (whether they are asking about a specific offer, date, or destination) and forwards the data for further processing.

This approach allows you to collect more valuable leads with the same advertising budget, shortening the path from click to call. Voice agents are thus becoming a tool not only for customer service, but also for generating sales.

4. Integration of voice agents with the website – conversion straight from the page

Connecting a website with a voice agent opens up a new dimension of interaction with users. Instead of traditional contact forms, a contact widget can appear on the page, encouraging visitors to chat in real time.

This type of integration allows you to:

• increase conversion from website traffic by up to several dozen percent,
• reduce the number of abandoned visits,
• obtain data about the origin of calls (e.g., the pages from which orders were placed, the UTM parameters from which the user came to the website, etc.).

Data security in travel agencies

Data security in travel agencies is an absolute priority, especially since hundreds of pieces of sensitive information are processed here every day – from personal data and booking details to payment card numbers. Every travel agency that implements modern technologies must ensure that customer data is protected at every stage of service.

The basis for this is the use of advanced encryption, authorization, and access control methods for systems that store travel and customer data. It is equally important to regularly monitor and update security measures to effectively counter new threats and cyber attacks. Travel agencies should also implement incident response procedures and train employees in data protection and information security.

By taking a responsible approach to security, travel agencies build customer trust and minimize the risk of costly breaches that could damage the company's reputation and relationships with travelers.

Monitoring and evaluating effectiveness

To fully leverage the potential of voice bots in travel agencies, it is essential to systematically monitor and evaluate their effectiveness. Travel agencies should analyze key metrics such as response time to customer inquiries, accuracy of information provided, and customer satisfaction after the conversation.

It is also important to assess the impact of voice bots on cost savings, sales growth, and overall customer experience improvement. The data collected allows for ongoing optimization of service processes, elimination of recurring problems, and adaptation of bot functions to the changing expectations of travelers.

Regular analysis of the effectiveness of voice bots not only increases customer satisfaction, but also enables travel agencies to respond quickly to new challenges and maintain a high level of service in the dynamically changing tourism industry.

The future of travel agencies with artificial intelligence

Artificial intelligence is already changing the face of travel agencies, and its role will only grow in the coming years. Automating routine tasks such as reservations, customer service, and order management will allow employees to focus on more complex and creative aspects of business development.

Thanks to advanced data analysis, travel agencies will be able to better understand travelers' preferences and offer them personalized offers and recommendations, thereby increasing sales effectiveness and customer loyalty. Artificial intelligence will also enable the creation of innovative services such as virtual guides, travel assistants, and augmented reality trip planning tools.

All this means that travel agencies that are already investing in artificial intelligence and automation are gaining a competitive advantage, opening up new opportunities for growth and building lasting relationships with customers in the era of digital tourism.

AI Voice Agent by CallPage – your 24/7 virtual agent

For years, CallPage has been providing solutions that help companies reduce response times and increase the number of valuable customer conversations. CallPage's latest product is AI Voice Agent – an intelligent voice assistant that takes the concept of instant contact to a new level.

What makes CallPage's AI Voice Agent stand out?

• Intelligent call routing – automatically directs the customer to the right department or consultant.
• Call and note recording – every call is recorded and saved, and the data is stored in the CallPage panel or sent to the company's CRM system.
• Easy implementation and AI expert support – setup takes hours, not weeks.
• Low entry and package costs – CallPage is available to all companies, including smaller ones. It is available on a monthly subscription basis and does not require any implementation costs.
• The ability to connect the Agent to a virtual number or contact widget – this allows travel agencies to not only improve customer service, but also increase the number of incoming calls.

Thanks to the democratization of technology, even smaller travel agencies can now implement Voice Bots without huge IT budgets. Solutions such as CallPage's AI Voice Agent make this revolution available to everyone – quickly, securely, and with a real impact on results.