How Businesses Use AI to Turn Tedious Tasks into Happy Customers

Engine is a travel platform where businesses and groups can reserve hotels, flights, and car rentals. Sometimes, though, those groups have to cancel those arrangements. Now Eva, Engine's Agentforce-powered assistant, can take that on. If someone wants to cancel three rooms from a 15-room reservation, Eva can combine data from the customer's profile and interaction history, connect to the company's internal booking platform, and cancel the unwanted rooms, without human reps needing to spend valuable time on an administrative task.

"They can get that resolution in seconds and just go back to doing what they want to do," said Joshua Stern, Director of GTM Systems at Engine. "Who wants to sit there on a phone call being like, 'I want to cancel my booking, I want to change the dates'?"

One key to success was narrowing down the scope of topics Eva could address to about six. That move improved latency and speed to resolution, and customer satisfaction scores improved by six points. That shift is "absolutely incredible," said Sarah Morton, Engine's Senior Salesforce Administrator. Less frustration, less hold time, more travel.