Supporting Out-of-Hours Booking Changes for a Travel Agency with an AI Receptionist

The agency needs travellers’ calls answered at any hour, with the details of each change request ready for the morning team.

The main challenge is to answer calls reliably without pulling people away from the work in front of them.

• Customers in different time zones calling outside regular office hours and struggling to reach the team.
• Booking changes requiring accurate reference numbers and clear customer details.
• Anxious travellers expecting a prompt, reassuring response rather than being directed to voicemail.
• The morning team spending valuable time chasing missing information and incomplete booking details.

Viva AI Receptionist addresses the business’s needs. It is connected to the business number and trained on the business’s own information, hours and routing rules.

Out-of-hours cover:

• Collects the booking reference and clearly records the traveller’s requested changes.
• Explains the agency’s published booking change policies using approved information.
• Guides the traveller through the next steps and explains what to expect after submitting the request.

Ready for the morning:

• Sends a clear summary of customer requests to the morning team for timely follow-up.
• Routes urgent calls to the appropriate team member based on rules established by the agency.
• Transfers callers directly to a team member whenever they request to speak to a person.

What this scenario shows:

• Travellers receive prompt assistance at any time, including outside regular office hours.
• The morning team starts the day with complete, well-documented requests, reducing follow-up and missing information.
• Urgent cases are routed directly to the appropriate team member according to the agency’s predefined rules.

This is an illustrative scenario, not a customer result. If you would like to see how it would work on your own calls, ask for a live demonstration.