Engine is a fast-growing enterprise journey platform trusted by over one million enterprise vacationers. With a user-first, commitment-free mannequin, Engine is redefining fashionable journey administration. As a contractless firm, clients don’t need to lock right into a contract to make use of the platform; they will cease and begin anytime. This flexibility means Engine should earn buyer loyalty, making an distinctive person expertise important to its success.
Laying the Basis for AI-Pushed, Scalable Assist
As a number one journey platform, Engine receives over 50,000 buyer assist messages every month, a lot of which require personalised help with journey plans. Managing this quantity required a number of staff members to manually kind and categorize inquiries, a time-consuming and dear course of. To satisfy rising demand with out growing overhead, Engine sought revolutionary methods to scale and streamline buyer assist whereas permitting staff members to give attention to higher-value duties.
To streamline on a regular basis assist duties associated to cancellations, Engine leaned on Salesforce’s out-of-the-box capabilities, minimizing the necessity for customized improvement. Whereas enterprise journey is important, plans can change unexpectedly, making it crucial to have a versatile, customer-focused platform that simplifies modifying or canceling journeys. As a result of excessive quantity and repetitive nature, cancellations made the right first use case.
Agentforce: The AI Benefit in Hospitality
Ship seamless experiences in your clients
Powering Clever Development with Salesforce and Astound Digital
In collaboration with Salesforce and Astound Digital, a world digital commerce consultancy and Salesforce companion, Engine launched EVA (Engine Digital Assistant) to handle its most urgent challenges, like cancellations, case summarization, and lodge folios.
Engine’s collaboration with Salesforce and Astound Digital laid the inspiration for a brand new period of agentic teamwork, the place people and AI work collectively to enhance service and scale intelligently. By integrating Salesforce Stream with outbound APIs, they automated key assist workflows with out heavy coding. Astound delivered a working AI agent in a powerful timeline, giving the Engine staff the arrogance to embrace AI options and speed up its customer support transformation.
When a cancellation request is available in by Agentforce, Salesforce’s clever service platform powered by AI, the system can acknowledge the intent, set off the required actions to cancel the reserving, and ship a affirmation with out agent intervention. The result’s a light-weight, versatile, and simply configurable resolution.
Uncover the Full Story
Hear from Engine and Astound Digital in a 2-minute video
Constructing a Smarter Assist Ecosystem
Engine’s success with AI-powered customer support resulted from a strategic, intentional method to innovation. By combining Salesforce capabilities, automation instruments, and agentic AI, Engine constructed a scalable assist system that effectively manages excessive volumes of buyer inquiries whereas delivering quick, personalised service. Right here’s how every ingredient contributed to the transformation:
- Salesforce Service Cloud with Agentforce
Robotically manages and categorizes 50,000+ month-to-month assist messages, lowering handbook sorting and routing, saving time and operational prices. - Salesforce Stream (Low-Code Automation)
Automated advanced processes like cancellations end-to-end with out heavy coding, enabling sooner responses and liberating brokers from routine duties. - Outbound APIs Integration
Linked Salesforce to exterior programs for real-time processing of bookings and cancellations, lowering errors and operational delays. - Agentic AI (Superior AI Capabilities)
Understands buyer intent, makes choices, and improves over time, enhancing personalised service and permitting brokers to give attention to extra advanced points.
A Future Fueled by Innovation
Engine’s staff has gone all-in on AI, leveraging human expertise to enhance AI’s capabilities, and simply scratching the floor of potentialities. With this primary launch of AI instruments, Engine expects to save lots of about $2 million yearly, whereas liberating up staff members to give attention to extra advanced, value-driven work. By tackling a standard ache level for vacationers, Engine diminished friction, improved satisfaction, and proved that AI may ship significant affect quick.
Engine’s staff plans to take Agentforce to the subsequent stage to unravel extra advanced journey points and ship a personalised buyer expertise throughout the whole journey journey. With people and AI working in tandem, Engine is scalable and future-ready, redefining what’s potential in enterprise journey and constructing the inspiration for long-term loyalty.
