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In the fast-moving world of online travel, delivering timely, relevant, and human-centered customer support isn’t just an operational priority—it’s a competitive advantage. That’s why so many online travel agencies (OTAs) rely on Genesys CRM as the backbone of their customer service stack. Genesys brings together digital and voice channels, powerful routing logic, and detailed analytics into one unified platform. But for OTAs dealing with the complexity of fare rules, GDS systems, and high-volume traveler queries, even Genesys needs an intelligent copilot.
That’s where Acai Travel’s AI integration into Genesys comes in.
We’ve built our AI agents to work natively inside the Genesys environment, enhancing its capabilities with travel-specific automation and intelligence. The result? A step-change in how OTAs route, respond to, and resolve customer inquiries.
Here are the three biggest benefits we’re seeing today from this integration:
Genesys is already a powerful routing engine—but when paired with Acai, it becomes precision-tuned for travel. Our Supervisor AI reads the context of every inbound interaction in real time: intent, urgency, fare type, loyalty status, language, and more. Because our AI understands the booking—down to PNR details and policy rules—it doesn’t just assign a case to the next available agent. It routes based on agent KPIs, skills, and performance benchmarks tracked directly inside Genesys.
This means:
By surfacing this intelligence within Genesys, Acai helps OTAs move beyond queue-based routing to a skills- and outcomes-based model that’s dynamic, transparent, and built for scale.
Not all traveler inquiries are equal. A name spelling change or baggage policy question doesn’t require an agent’s time—and frankly, your best agents shouldn’t be handling them.
With our Genesys integration, Acai’s AI Travel Agent can deflect routine, non-revenue-generating inquiries before they ever hit a queue. Because we operate inside Genesys, this deflection happens seamlessly within the same conversation flow—no redirects, no chatbots handing off to agents mid-way.
We’ve seen this approach deflect up to 40% of Tier 1 inquiries, freeing agents to focus on the moments that matter: VIP recovery, disruption management, upselling ancillary products, and supporting first-time travelers.
Once a case does reach a human agent, Acai doesn’t step away—we augment the agent directly inside Genesys.
By auto-surfacing PNR data, fare rules, supplier policies, and even historical sentiment trends from previous conversations, we cut down dramatically on research and typing time. On average, OTAs using Acai inside Genesys have seen handling times drop by 30–50%, depending on workflow complexity.
This means agents can work faster and smarter. And for operations teams, that translates into better SLA adherence, increased CSAT, and reduced backlog—without expanding headcount.
Genesys remains one of the most widely adopted CRMs in the travel sector because it’s flexible, extensible, and designed for omnichannel excellence. But no CRM alone can decode the nuance of GDS systems, NDC offers, and travel-specific policies.
By integrating directly into Genesys, Acai Travel brings travel context into every customer interaction, bridging the gap between generic tooling and the specialized needs of OTAs. And as customer expectations continue to rise, we believe the future belongs to teams that are both high-tech and high-touch—with AI handling the complexity so people can focus on empathy.
Nathalie Lylock, Head of Customer Experience at Acai Travel, brings over two decades of expertise in customer experience and operational excellence. With a background in operations at HRG and product management at American Express Global Business Travel, she ensures that AI-powered solutions at Acai Travel are both trustworthy and effective.
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