Using AI to automate booking reconfirmation

Artificial intelligence is seemingly everywhere in travel these days — from consumer-facing chatbots and agents to internal systems to automate operations. Some of the most effective use cases are often the most straightforward and put AI into action to solve existing pain points.

That’s the story behind Custom Travel Solutions’ new AI-powered booking reconfirmation tool.

Dubbed Reconfirm AI, it uses artificial intelligence technology that sounds like a human voice and automates reconfirmations of hotel reservations, freeing up time and resources for travel brands and creating peace-of-mind for travelers.

Custom Travel Solutions’ founder and CEO Mike Putman said he originally developed the solution for his partners that use CTS’ private-label platform to provide travel benefits and services to their customers and members.

But as he shared details of its capabilities with colleagues at The Phocuswright Conference in November, he said it became clear there was a market to develop it more broadly. Now Putman said his company is expanding the tool to serve use cases beyond hotel reservations. He shared more details on the tool with Phocuswright senior vice president of content Mitra Sorrells. Watch the full discussion below.