Travel isn't general-purpose work.
So why force it into
Outlook?
Acai Desk is built for the complexity of travel giving you complete visibility into your support operation, automating repetitive work, and giving agents the context they need to resolve cases faster without compromising accuracy or service quality.
Trusted by
lower average handling time on every contact an agent touches
of contacts deflected — handled end to end, with no agent involved
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.
A helpdesk software 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.
Deep insights into every travel advisor interaction
Measure support performance, agent performance, and customer health in one place. Understand where support flows break and where the opportunities for growth are.
Travel specific routing, monitoring, and escalation
The AI Supervisor automatically categorizes every case by intent, trip type, and tone, then routes it based on topic, language, PNR, and your own rules and thresholds.
Route by travel context, not keywords
Acai reads the PNR and understands the nature, urgency, and context of each case, so every request goes to the right advisor — from simple domestic requests to complex VIP international travel.
With all the features you expect from a helpdesk
AI Copilot
Copilot analyses every case before an advisor even opens it, goes into your GDS as your advisors would do to prepare the case, prepares an reply and suggests actions, reducing handling time by 60% on average.
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
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.
AI Autopilot
Scale capacity without scaling headcount. An AI support agent that owns issues through resolution.
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
Get set up in hours. Drive ROI in 2 weeks.
Acai Desk is configured around your operation from day one — your rules, workflows, routing, and escalation paths — so your team can go live in hours and start seeing ROI in weeks.
Outlook is a mail client. Your travel desk needs a lot more.
Acai Desk gives your team everything they need to handle cases, automate workflows, and serve clients faster.
Outlook is a mail client. Your travel desk needs a lot more.
Acai Desk gives your team everything they need to handle cases, automate workflows, and serve clients faster.
Outlook: Copilot, genericPart✓
Outlook: shared mailbox, no collision detectionPart✓
Outlook: via forward, not trackedPart✓
Outlook: categories only, per mailboxPart✓
Outlook: Outlook rules, per inboxPart✓
Outlook: Quick PartsPart✓
Acai Desk
Your clients want their cases resolved fast.
Give your travel advisors the time and tools to respond faster, serve better, and grow relationships.
Can I move to the earlier flight?2m
UA1042 schedule change 15MAR03:12
Approve fare difference — Q3 offsite12m
Hotel near MAD for tonight18m
Missed connection at MAD24m