Booking a flight, changing a ticket, or navigating travel delays can feel overwhelming, especially when customer service lines are packed and outdated systems make the process even harder. What if AI could remove that stress, save airlines millions, and give travelers the convenience they crave?
In this episode of Full Tech Ahead, Amanda Razani sits down with Jason Valdina, Senior Director of Engagement Channel Strategy at Verint, a global leader in CX automation. With years of expertise in automation, Verint has worked with major airlines, train services, and hotel chains to modernize their customer service. Jason shares how AI bots can assist in freeing humans from repetitive, frustrating tasks so they can focus on what truly matters: Creating meaningful travel experiences.
Discover how AI bots are not just reducing costs, but also transforming how the travel industry engages with customers. From airlines like Volaris achieving a 70% cost reduction, to Amtrak selling tickets directly through chatbots, Jason reveals how automation is reshaping customer experience.
TIMESTAMPS:
[00:00] Introduction to Verint and CX Automation
[05:00] The Role of AI Bots in Travel
[10:00] Volaris Airlines Success Story
[15:00] Debunking the “AI Replaces Humans” Myth
[20:00] New York City Transit and Social Media Automation
[25:00] Amtrak’s AI-Powered Ticket Purchases
[30:00] Hotels and the Power of Generative AI
[35:00] The Evolution of Conversational AI
[40:00] From Reactive to Proactive AI in Travel
[45:00] The Rise of Co-Pilot Bots for Employees
Quotes
Takeaways
Find Amanda Razani on LinkedIn. https://www.linkedin.com/in/amanda-razani-990a7233/
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