Reinventing Travel Customer Service with Agentic AI

HTS (Hopper Technology Solutions) is a leading global travel technology platform and the B2B division of Hopper. HTS uses its data advantage and AI-driven travel technology to help partners address modern traveler needs. Working with the world's leading banks, airlines, and travel providers, HTS supercharges its partners' direct channels with its unique travel fintech, AI, and e-commerce products.

Briefly describe the nominated organization or individual: history and past performance (up to 1,250 characters):

HTS (Hopper Technology Solutions) is a leading global travel technology platform and the B2B division of Hopper. HTS uses its data advantage and AI-driven travel technology to help partners address modern traveler needs. Working with the world's leading banks, airlines, and travel providers, HTS supercharges its partners' direct channels with its innovative travel fintech, AI, and e-commerce products. Today, HTS makes up 90% of Hopper's business.

Outline the nominated achievements since July 1, 2023 that you wish to bring to the judges' attention (up to 1,500 characters):

This fall, HTS (Hopper Technology Solutions) unveiled HTS Assist, a new agentic AI solution built to transform customer service for today's airlines and travel providers. With more than half of travelers needing support at some point in their journey, HTS Assist is redefining how travel companies service their customers.

Trained on extensive real-world travel data and millions of customer interactions, HTS Assist can manage high volumes and resolve complex inquiries via voice and chat without agent intervention, from reservations, changes, cancellations, and refunds to disruption management. Unlike other GenAI tools, HTS Assist takes action on behalf of customers. For example, during a flight cancellation, it can verify traveler details, review airline policies, and process cancellations in real time over voice or chat, delivering fast, seamless service. Available in 200+ markets and 30+ languages, its natural, semantic AI voice provides a human-like experience, achieving 88% CSAT parity with human agents.

HTS Assist is live today on the Hopper app, web, and several global bank partners, including SMBC and Lotte Card, serving customers in English, Chinese, Japanese, and Korean.

Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the organization's past performance (up to 1,500 characters):

Unlike traditional AI chatbots, Assist takes action on behalf of customers, resolving traveler issues end-to-end, without agent involvement.

HTS partners are already seeing strong results from deploying HTS' AI technology, including an average 65% reduction in servicing costs, 4X faster response times, and higher customer satisfaction. Assist has also unlocked new revenue opportunities, converting 15% of AI-handled conversations into ancillary sales and driving incremental revenue for HTS partners.

Assist represents a breakthrough in applied AI for customer service, setting a new standard for how travel companies support their customers and empowering providers to deliver faster, more reliable assistance.

Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 1,500 characters):

HTS Assist has been featured in mainstream media and travel publications, highlighting its capabilities and the solution's potential to transform the way travel providers service their customers.