Agentic AI Powered Virtual Travel Concierge for 20 Million+ Fliers

Business Opportunity

Next-Gen Virtual Travel Concierge

The client, a prominent low-cost airline based in Malaysia, is widely recognized for revolutionizing air travel in Asia by making flying more affordable and accessible. Since its inception in 2001, the airline has expanded its operations to offer both domestic and international routes, maintaining an extensive network across Asia and beyond. Known for its budget-friendly fares, streamlined operations, and strong emphasis on digital innovation, the airline has grown into one of the region’s most recognized and forward-thinking aviation brands. 

Client’s previous award-winning first-generation chatbot was built to assist customers with basic queries and support through rule-based interactions and predefined workflows.They wanted to use GenAI to make customer interactions smoother, give quick help when needed, and provide overall satisfaction, staying true to their goal of offering great service in the tough airline industry.

We built a next-gen Virtual Travel Concierge for 20M+ users, replacing the client’s legacy chatbot with an intelligent, always-on travel companion. Implemented in phases, it offers itinerary generation, proactive support, sentiment analysis, en route updates, OCR-based information correction, 50+ configured workflows, seamless live agent transfer, and Salesforce integration for case creation and updates, all within a unified experience.

The Challenge

The client was using a conventional chatbot, and these were some of the key challenges that were hampering user experience and adoption:

• Rigid Interactions: The chatbot followed fixed rules and scripts, struggling to adapt to varied or evolving user inputs.
• Limited Language Support: It could only operate in a narrow set of languages, reducing accessibility for a diverse customer base.
• Lack of Context Awareness: It failed to remember previous interactions, resulting in disjointed conversations and repeated questions.

Our Solution

We developed a next-generation Virtual Travel Concierge (VTC) for the client, serving over 20 million users. Designed as a seamless travel companion, the solution replaced their award-winning chatbot with a more advanced, intelligent system offering 24/7 personalized support through natural language conversations. VTC enhances the entire travel journey within one interface. By automating routine tasks, it reduces the burden on support agents and ensures users receive end-to-end assistance, including detailed itineraries and timely updates. 

There are mainly two types of workflows: action-oriented and knowledge-based search. The solution has 50+ action-oriented workflows integrated, including itinerary generation, name change, etc., and more workflows can be added in the future. Any incoming query invokes either a real-time knowledge search workflow, which is in a free-flowing, two-way conversation format, or an action-oriented workflow that follows a predefined structure.

The solution was implemented in phases to unlock progressive capabilities. It started with itinerary generation, enabling users to receive personalized travel plans. This was followed by proactive customer service features and smart automation to deliver timely assistance. Sentiment analysis was introduced to help agents respond with empathy, while enroute features provided contextual updates like gate changes and delay alerts. OCR capabilities were integrated to extract information from uploaded documents, streamlining tasks such as name corrections during check-in or post-booking updates. The solution allows seamless live agent handoff with integrated Salesforce case creation and real-time updates for efficient support resolution.

Results

• Automated Support Efficiency: 10% reduction in live agent call volume through automation
• Scalable User Engagement: Over 3 million monthly conversations, improving user engagement
• Multilingual Accuracy: More than 80% accuracy in 7+ languages, delivering an inclusive and native-feeling experience
• Smart Suggestions for CX: 70% success rate in generating actionable suggestions, enhancing customer experience
• Automated Data Capture: 70% accuracy in document data capture, reducing manual inputs

Power of Partnership

At the core of the Virtual Travel Concierge lies Niveus’ strength in building adaptive, agentic AI systems that combine intelligence with autonomy. Our approach focused on designing a modular, future-ready architecture that supports continuous learning, dynamic intent handling, and seamless orchestration across digital touchpoints. We enabled the airline to move from reactive support to proactive engagement, anticipating traveler needs, minimizing friction, and personalizing interactions at scale. By embedding flexibility, multilingual support, and workflow intelligence into the foundation, Niveus ensured that the VTC not only meets current demands but also evolves with business and user expectations.

Benefits of developing Agentic AI Solutions with Niveus

• Intelligent Automation: Niveus’ Agentic AI solutions enable systems to act autonomously, adapt to context, and optimize outcomes in real-time.
• Goal-Driven Interactions: Our solutions support dynamic workflows that align with user intent and business objectives.
• Reduced Operational Overhead: Our Agentic AI solutions minimize manual intervention through smart task handling and workflow orchestration.
• Faster Decision-Making: Niveus’ Agentic AI solutions provide real-time insights and responses for quicker resolution and action.
• Scalable Support: The solutions handle high conversation volumes across channels while maintaining accuracy and consistency.
• Personalized User Experiences: Our solutions deliver tailored responses through natural language understanding and user context awareness.
• Proactive Engagement: Our solutions anticipate user needs and initiate timely interactions, improving satisfaction and loyalty.
• Enterprise-Grade Integration: Niveus’ Agentic AI  solutions seamlessly fit into existing systems with a modular, future-ready architecture.