Introducing automated Schedule Change and Flight Disruption Management!Click to learn more →Introducing automated Schedule Change and Flight Disruption Management!Click to learn more →Introducing automated Schedule Change and Flight Disruption Management!Click to learn more →
Acai
Book a demo
Omnichannel · Acai Desk

An omnichannel built for travel complexities.

Cases arrive understood, routed by real travel intent, and ready to action in your GDS.

Acai Desk
#4821Date change — LHR/JNBAgent Marta TorresOpen
HighXYZ consultingchange ✕vip ✕+ TagSLA 1h 12m left

EMAIL · MON 09:15

Hi — I need to push my return from Johannesburg to the 14th. Same cabin if possible. What will it cost?
EUR 146 in total — EUR 60 change fee plus EUR 86 fare difference, same cabin. Shall I reissue?

WHATSAPP · TUE 07:02

Actually can we make it the 15th? On the road, easier here.

VOICE · TUE 07:26 · 41s

CALL SUMMARY · AI TRAVEL AGENT

Confirmed the 15th, same cabin. Repriced on the new date: change fee EUR 60 + fare difference EUR 74 = EUR 134. Traveler approved on the call. No new case created — logged to #4821.

Reissued to the 15th as agreed on the phone, Michael — EUR 134 total. Your updated ticket is attached.

REPLYING ON EMAILEditSend
60%
lower average handling time on every contact an agent touches
50%
of contacts deflected — handled end to end, with no agent involved
70%
lower cost to serve across the desk

Numbers a legacy omnichannel cannot reach — because here the AI is underneath the desk, not bolted on top of it.

An omnichannel made for travel

Acai Desk understands every trip detail and customer touchpoint, turning the traveler journey into one seamless experience.

Every channel = one case
The traveler’s request, their follow-up, and the airline’s 3 a.m. schedule change all land on one case against one PNR.
Acts directly in your GDS
Routes with real intent and performs actions directly in the GDS, from changes and cancellations to applying waivers.
Live in hours, learn in minutes
Pre-built for travel, Acai Desk works and looks like the inbox your team already uses.

Acai Desk

One trip, already understood.

Acai Desk understands every message, the PNR, last engagement, and is ready to act on whatever the traveler encounters next.

Acai DeskNorthwind Group
PCC LON1A
VIEWS
All cases128
Schedule changes24
Exchanges11
Ticketing6
Groups3
TEAMS
After hours
Corporate EMEA
VIP
All casesSORTED BY DEPARTURE
ONE TRIP
Can I move to the earlier flight?2m
Okonjo, MichaelX4KQ2MDeparts in 21h
UA1042 schedule change 15MAR03:12
United AirlinesX4KQ2MMerged into one case
Approve fare difference — Q3 offsite12m
Finance, NorthwindQ8ZP1L
Hotel near MAD for tonight18m
Reyes, AnaTR7VB2
Missed connection at MAD24m
Fournier, LéaKD3M9X
MO
Okonjo, Michael
Northwind Group · Gold
THE RECORD
1 UA1042 Y 15MAR LHR EWR HK1
2 UA 934 Y 22MAR EWR LHR HK1
IN POLICYNEGOTIATED FARE
ONE THREAD, TWO CHANNELS
AIRLINE · 03:12
UA1042 retimed to 07:15. Connection at EWR no longer valid.
WHATSAPP · 09:14
Any chance of the earlier flight instead?
ACAI DRAFTED
Rebook on UA934 06:05, same RBD. Waiver UA-SKCHG-15MAR filed. Traveler pays EUR 0.00.
Apply in GDSEdit
01

Omnichannel features

Everything a travel desk needs from the inbox itself — cases, views, SLA and reporting.

Omnichannel overview

With all the features you expect from an omnichannel

01
Multi-channel inbox
Email, WhatsApp, web chat, SMS and voice into one case per trip.
02
AI case management
Every contact read, classified, enriched from the PNR and merged to the trip.
03
AI travel-first routing
Routes on intent, PNR, time to departure and policy — not keywords.
04
Manager views
Anyone builds any list in seconds. No queues, no skills matrix, no admin.
05
SLA tracking & analytics
Response and resolution per client, per agent, per team.
06
Enterprise ready
SSO ready, SOC2, GDPR, PCI compliant.
Views

Any list your desk needs, built & shared by anyone

The most flexible thing in the product — and the one your managers will not give back.

Acai Desk · views
VIEWS
All cases128
Departing today17
VIP cancellations9
Unassigned6
Northwind SLA at risk3
SLA at riskNO ADMIN NEEDED
FILTERS
Status OpenSLA at riskClient Northwind
Save viewPersonal or shared
Anyone builds one, in seconds
Agents, team leads, managers. No admin, no configuration project, no ticket to IT.
Filter on anything the case knows
Status, priority, assignee, team, channel, tags, any custom field, time to departure.
Personal or shared
Your own working list, or one the whole desk sees. Both, on the same data.
Extreme flexibility, yet so simple, for managers
Unassigned, ageing, SLA at risk, by agent, by client. Oversight without asking for a report.
This replaces queues entirely. A queue is one fixed list. A view is a flexible list, built by anyone, AI integrated, changed in seconds.
SLA, analytics and audit

Your operations managers have full control

The numbers your account managers get asked for — and the record behind every one of them.

284
New cases
41
Open now
4m 12s
Avg first response
38m
Avg resolution
96%
Response SLA met
3.4
Avg interactions
SLA per client✓
Reporting per client and per agent✓
SLA breach alertingComing soon
Scheduled client-branded exportComing soon
AUDIT TRAIL · CASE #4821VANTIS GROUP
09:14Created from email · servicing@vantisgroup.com
09:15Merged with UA1042 schedule change
09:15Auto-assigned to Marta Torres
09:17AI priced the exchange at EUR 146
09:22Marta approved · reissued in GDS
09:22Remark written to PNR X4KQ2M
09:23Closed
Exportable for your client business reviews.
02

AI features

The engine underneath the desk — the supervisor that routes, the copilot beside the agent, the autopilot you control.

AI Supervisor

Travel specific routing, monitoring, and escalation

General omnichannel solutions route on exact words. Acai Desk does so based on real travel call center needs.

Intent

Route on intent, with full knowledge of the PNR and policies

Exchange, reissue, refund, involuntary reroute, quote, seat… Flying in a few hours? Domestic P2P, or complex international? It routes the way a travel desk thinks — not billing, technical, other.

Two cases containing the word "change" routed differently — one to a general queue, one to the urgent mailbox
Travel copilot

AI copilot native in the omnichannel

Acai Desk goes beyond reading and drafting notes. It is integrated with the GDS and can actually work any changes and updates directly.

EXCHANGE · X4KQ2M · PCC LON1AReissued

BEFORE

2 BA 55Y 09MAR JNBLHR HK1

AFTER

2 BA 55Y 15MAR JNBLHR HK1

FA PAX 125-2394857613/ETBA/EUR134/REISSUE

RM AI-AGT/ACAI 07MAR EXCHANGE COMPLETED

CHANGE FEEEUR 60
+ FARE DIFFERENCEEUR 86
= TOTALEUR 146
ReissueCancelRefundSplitAD & collect
Changes and cancellations

It does the work before your agents open the case

Rebook a segment, reissue the ticket, cancel, refund, split a PNR, or just read fare rules. It’s all done beforehand so that your travel advisors don’t need to go to the GDS.

60%
lower average handling time
Handled in tandem with the agent
ChangeCancelDisruptionSchedule changeNew bookingAirline information
Auto-pilot

AI auto-pilot that you control

Autopilot, agent approval, or draft only. The choice is yours.

By case type

Automate only what you are comfortable with

So they do not get the same setting. Schedule changes and quotes run themselves. Voluntary exchanges and penalty refunds are priced and held for one approval. Involuntary reroutes are drafted and never sent alone. Every case type has its own dial, and you move any of them, at any time.

50%of contacts fully automated, end to end

SETTINGS · AUTONOMY

Vantis Group
  • Schedule changesAUTO
  • Quote — missing detailsAUTO
  • Exchange — voluntaryCO-PILOT
  • Refund — with penaltyCO-PILOT
  • Involuntary rerouteDRAFT ONLY

EVERY ACTION LOGGED · IN THE DESK AND IN THE PNR

DEPLOYMENT

Live in hours, learn in minutes

Acai only sells to travel companies. The tags, the routing and the escalation paths were shaped by deploying AI inside real travel desks — so it arrives configured the way yours already runs.

Live in hours
It arrives pre-built for travel.
ViewsTagsCase typesRouting rulesTeam typesMailboxesEscalation pathsAnalytics
You rename and tune on day one. Nobody authors a blueprint from an empty screen.
Learn in minutes
It looks like the inbox your team already works in.
✓Shaped to your clients, your shifts and your teams
✓Your travelers keep emailing the same address — nothing changes for them
✓One consent screen and a mailbox is live: no relay, no forwarding rule, no redirect
Build philosophy

Built AI-first. Built travel-first.

Every other omnichannel started life as something else. That history is still in the product.

Built from a phone system
Genesys · Avaya · Five9 · RingCentral
Voice-era architecture. Queues, IVR trees and a skills matrix you have to maintain. Email was bolted on a decade later, and it shows.
Built from a CRM or helpdesk
Zendesk · Salesforce · Freshdesk
Generic ticketing that works for any industry, which means it understands no industry. It has never heard of a PNR, a fare rule or a departure time.
Built AI-first, travel-first
Acai Desk
The AI is the routing engine, not a plugin on the side. Every object in the system is a trip. Nothing was retrofitted, because nothing came first.
They are adding AI to a system designed before it existed.
We started AI-first with the back-office of a travel call center in mind
Feature comparison

Outlook is a mail client. This is a travel desk.

Everything a travel desk needs that a mail client was never built to do.

Feature
Outlook
Acai Desk
Artificial intelligenceAcai exclusive
Auto-categorization by intent, trip type and sentiment
—
✓
Intelligent routing by category, language and PNR
—
✓
Automatic thread summary on ticket open
PartialCopilot, generic
✓
Drafted replies built from the PNR and fare policy
—
✓
Autonomous end-to-end resolution of tier-1 cases
—
✓
Sentiment alerts and manager notification
—
✓
Core helpdeskOutlook has no ticketing primitives
Email to ticket with full thread history
—
✓
Shared inbox with no duplicate replies
PartialShared mailbox, no collision detection
✓
Collision detection
—
✓
Internal notes and agent collaboration
—
✓
Ticket status, one owner at a time, full audit trail
—
✓
Merge multiple tickets into one
—
✓
Assignment to an agent or a team
PartialVia forward, not tracked
✓
Unified traveler history
—
✓
Tags and custom fields on tickets
PartialCategories only, per mailbox
✓
SLA tracking
—
✓
SLA breach alerting
—
Coming soon
Supervisor and multi-team views
—
✓
Rules engine and workflow automation
PartialOutlook rules, per inbox
✓
Analytics and integrated reporting
—
✓
Per-client reporting
—
✓
Scheduled client-branded export
—
Coming soon
Canned responses and templates
PartialQuick Parts
✓
Internal knowledge base
—
Coming soon
WhatsApp, social messaging and live web chat
—
Add-on
M365 and travelWhere the domain shows
Native M365 integration — no relay, no redirect
✓
✓
Traveler sees no change — same address, same flow
✓
✓
GDS, Lleego and NDC connectivity
—
✓
PNR-based replies and automation
—
✓
ImplementationFrom consent screen to live desk
Setup time for a 10-agent team
Already in use
Same week
Outlook is a mail client, not a helpdesk — it has no status, assignment, collision detection, SLA or analytics.
Feature comparison

Outlook is a mail client. This is a travel desk.

Everything a travel desk needs that a mail client was never built to do.

FeatureOutlookAcai Desk
Artificial intelligenceAcai exclusive
Auto-categorization by intent, trip type and sentiment—✓
Intelligent routing by category, language and PNR—✓
Automatic thread summary on ticket open
Outlook: Copilot, genericPart✓
Drafted replies built from the PNR and fare policy—✓
Autonomous end-to-end resolution of tier-1 cases—✓
Sentiment alerts and manager notification—✓
Core helpdeskOutlook has no ticketing primitives
Email to ticket with full thread history—✓
Shared inbox with no duplicate replies
Outlook: shared mailbox, no collision detectionPart✓
Collision detection—✓
Internal notes and agent collaboration—✓
Ticket status, one owner at a time, full audit trail—✓
Merge multiple tickets into one—✓
Assignment to an agent or a team
Outlook: via forward, not trackedPart✓
Unified traveler history—✓
Tags and custom fields on tickets
Outlook: categories only, per mailboxPart✓
SLA tracking—✓
SLA breach alerting—Soon
Supervisor and multi-team views—✓
Rules engine and workflow automation
Outlook: Outlook rules, per inboxPart✓
Analytics and integrated reporting—✓
Per-client reporting—✓
Scheduled client-branded export—Soon
Canned responses and templates
Outlook: Quick PartsPart✓
Internal knowledge base—Soon
WhatsApp, social messaging and live web chat—Add-on
M365 and travelWhere the domain shows
Native M365 integration — no relay, no redirect✓✓
Traveler sees no change — same address, same flow✓✓
GDS, Lleego and NDC connectivity—✓
PNR-based replies and automation—✓
ImplementationFrom consent screen to live desk
Setup time for a 10-agent teamAlready in useSame week
Outlook is a mail client, not a helpdesk — it has no status, assignment, collision detection, SLA or analytics.
Your consultants know how to sell travel.
Free them to sell TWICE as much

We will show you the difference on your own traffic. No migration, and nothing changes for your travelers.

Schedule a demo

Thirty minutes on your own traffic, with your own case types on screen.