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Bring smiles to our
over-burdened GDSs.
GDS Manager
After a new booking creation, airlines and travel agencies provide limited self-service options to their customers on their website or through conversational bots. Customers need to get in touch with respective organisation’s customer service agents for further information on their booking as well as to make simplest of changes to a booking. Due to the intricacies around airline policies, fare rules, fare construction, penalties, ticketing and the complex nature of PSS and GDS systems, agents have to go through manual time-consuming steps/processes to manage customer queries on reservation systems.
GDS manager is a Graphical User Interface (GUI) powered with AI and intelligent automation that is integrated with GDS and PSS systems to simplify the complex post booking queries and changes. Whether they are general queries, voluntary or involuntary changes, cancellation, refund, special service request, ancillary services, name correction, general queries, ticketing, exchanges, or MCOs/EMDs – all of them can be completed by a few clicks.
Agents using the GDS manager can complete end-to-end complex GDS transactions across multiple GDSs without having to learn command cryptic, fare construction, fare rules, airline policies, ticketing, MCOs or EMDs. They can easily do it, step-by-step, with mouse clicks on the GUI. The application further provides real-time alerts, upsell and cross sell prompts, auto completes after call work, first call resolution, provide PNR journey, AHT, agent productivity and so on. The solution can be further integrated to a travel agency or an airline website, mobile apps or conversational bots to promote the use of self-service by customers.
Workflow and Work Force Manager
Airlines and Travel agencies receive a large number of PNRs in their PSS/GDS queues, either generated automatically or placed by someone in the team for further intervention by another team. These queues are designed to work on first-in first-out mode but complex travel scenarios require more dynamic prioritization and allocation to ensure that the PNRs falling into the queues are analysed and handled so that travellers are not inconvenienced. Today, this requires labour-intensive manual interventions and excel-based ranking, allocation and tracking to ensure PNRs are managed in time.
Our Workflow and Workforce Manager completely removes the complexity around GDS/PSS queue-based transaction processing by automating the PNR extraction, prioritization, allocation, tracking, monitoring, productivity management and SLA tracking capabilities. The application works like an automatic call distributor (ACD) in a non-voice-based transaction environment.
Once integrated with e-mails or exchange servers, it identifies the intent of a mail and automatically prioritizes and allocates the mails to the right agent based on skill/skill level. Real-time monitoring capability and historic reporting provides a 360o view of transactions, agent status, productivity, AHT, service levels and so on.
Schedule Change and Flight Disruption Manager
When flight delays or cancellations occur, PNRs and traveller schedules are impacted. Most airlines and travel agencies work through this manually, one after another, to ensure that the impacted passengers are informed about the changes as well as re-protected to alternate flights when required. This manual process takes effort and time and leads to customer anxiety and dissatisfaction as well as pressure on contact centre agents.
Our Schedule Change Manager automates and simplifies the whole schedule change process for airlines and travel agencies through proactive communication, automated rebooking, passenger self-service, follow up and ticketing. For travel agencies, the application picks up each PNR and based on the airline, rebook or accept the changes dynamically based on specific airline and agency policy.
Refund Manager
This is a touchless platform for refunding flight tickets for Airlines and Travel Agents.
Once the frontline agents or customers place a PNR for refund through the website, the application picks up the transactions and auto processes refunds across all kinds of transaction types – fully unused, partially used, refundable, non-refundable, voluntary and involuntary.
The application automates the process of identifying the ticket and itinerary status, used coupons, calculation of refundable amount and taxes after adjusting the non-refundable/used amounts and penalties. Rejected PNRs/transactions will be placed in queue for manual handling.
Ticketing Manager
Ticketing in a GDS or PSS environment is a complex process whether it is prime, voluntary, involuntary, partial or full exchange, MCO or EMD and this gets further complicated with various forms of payments and credits to be issued.
Ticketing Manager automatically picks up the PNRs from ticketing queues for all types of ticketing, perform pre-defined quality checks for each category and issues/reissues tickets against various form of payments. It further issues MCOs and EMDs for penalties and credits as required.
Our Schedule Change Manager automates and simplifies the whole schedule change process for airlines and travel agencies through proactive communication, automated rebooking, passenger self-service, follow up and ticketing. For travel agencies, the application picks up each PNR and based on the airline, rebook or accept the changes dynamically based on specific airline and agency policy.
