The challenge

Few industries face customer expectations as high as travel and hospitality. Guests want immediate answers when a flight is delayed, when they need to change a hotel booking, or when they have questions about their itinerary. Yet traditional call centers often struggle: peak seasons bring long queues, multilingual requests stretch teams thin, and sudden disruptions overwhelm even the most prepared operators.

The result? Frustrated travelers, staff under pressure, and lost opportunities for upselling services. Onboarding and training seasonal staff adds significant cost, but still doesn't guarantee consistent quality. In an industry where customer experience defines loyalty, these gaps are costly.

Ontopix's approach

Ontopix Virtual Agents provide an always-available, multilingual front line for travel and hospitality businesses. Instead of relying solely on human staff, virtual agents handle the majority of routine requests: bookings, cancellations, changes to reservations, flight or hotel notifications, and frequently asked questions.

Our agents communicate naturally—over phone, chat, or email—and can switch languages seamlessly, ensuring guests feel supported wherever they are. By connecting directly with existing reservation systems, CRM platforms, or loyalty programs, Ontopix ensures that interactions are accurate, personalized, and instantly actionable. When more complex issues arise, the agent passes the case to a human colleague, complete with full context, saving valuable time and avoiding repetition.

Benefits in practice

• No waiting lines: guests receive immediate assistance, even during peak hours or unexpected travel disruptions.
• Multilingual coverage: support in 25+ languages without hiring and training extra staff.
• Personalized journeys: recommendations tailored to traveler profiles, such as upgrades, local experiences, or loyalty benefits.
• Lower operational costs: reduce the expense of onboarding temporary agents while maintaining 24/7 availability.
• Consistency: ensure every customer gets clear, accurate, and brand-aligned communication.

A day-to-day scenario

Imagine a traveler arriving at an airport late in the evening, only to discover their connecting flight has been cancelled. Instead of waiting in line for a service desk, they open the airline's app and immediately connect with an Ontopix Virtual Agent.

Within seconds, the agent offers rebooking options, explains meal and hotel vouchers, and answers questions in the traveler's preferred language. At the same time, it updates the airline's reservation system and loyalty program. If the traveler requests special assistance, the case is escalated to a human agent—who already sees the entire conversation history.

This smooth, stress-reducing experience not only helps the customer reach their destination but also strengthens their loyalty to the brand.

Why it matters

Travel and hospitality are about creating memorable experiences. Yet those memories can be overshadowed by a single frustrating interaction. By using Ontopix Virtual Agents, businesses can guarantee guests feel cared for from the very first booking to the final check-out.

The value goes beyond efficiency: it's about building trust, reducing stress in critical moments, and turning challenges into opportunities for delight. In a competitive market where reputation spreads instantly online, ensuring exceptional support isn't optional—it's essential.