Company
InteleTravel
Languages
English, Spanish
Industry
Travel & Hospitality
Channels
Chat, Voice
Regions
US, UK, Ireland, Dubai
Use Cases
InteleTravel, one of the world’s leading host agencies, supports over 140,000 independent travel advisors globally. As the business continued to grow, the need for faster, more accessible support became critical to help advisors manage bookings, serve customers, and scale their operations efficiently.
To address this, InteleTravel introduced “InteleJoe” with Yellow.ai—creating a unified support experience across chat and voice that enables advisors to get answers instantly, reduce dependency on support teams, and operate more effectively.
Need for instant access to information
Many advisors, especially those new to the travel industry, depended on support teams to navigate tools, bookings, and processes. Finding answers across multiple systems or documentation slowed them down and impacted their ability to serve customers effectively.
High volume of repetitive queries
A significant share of incoming requests were routine in nature, ranging from account access issues to booking-related questions. These repetitive interactions created unnecessary load on support teams and reduced their capacity to focus on more complex, high-value queries.
Limited scalability of support operations
As advisor volumes grew across regions, maintaining consistent support without increasing team size became a challenge. The organization needed a way to handle rising demand while keeping operations efficient and sustainable.
Balancing speed with human support
While many queries could be handled through automation, advisors still required access to human support for complex scenarios. Ensuring a smooth transition between automated and human interactions was critical to maintaining a high-quality experience.
InteleTravel introduced “InteleJoe” with Yellow.ai as a unified support layer across chat and voice. It became the primary point of contact for advisors, bringing together knowledge, systems, and support workflows into a single experience.
Instead of navigating multiple tools, advisors could now get answers, raise tickets, or connect with support teams from one place.
The chat experience connects directly with knowledge sources such as Zendesk, TeamSupport, and internal systems, enabling advisors to find answers instantly without relying on support teams.
It also allows ticket creation when required and ensures a smooth transition to live agents through Inbox when queries need human intervention.
To extend support beyond chat, InteleTravel introduced voice capabilities with Yellow.ai. Advisors can now access support at any time, without being dependent on agent availability.
The voice experience connects with backend systems to provide contextual responses, creates tickets when follow-up is needed, and transfers calls to live agents when required. It also delivers localized experiences across regions.
The solution works within InteleTravel’s existing ecosystem while supporting rapid growth. It handles increasing interaction volumes across regions without adding operational complexity and ensures consistency across both chat and voice experiences.
This enabled the organization to offer 24/7 support while maintaining efficiency and control over resources. From onboarding to go-live across multiple systems and channels
Launched chat and voice within
0
daysFrom onboarding to go-live across multiple systems and channels
Chat and voice
0
channelsunified into one support experience
Resolution Rate
0
%Of inquiries resolved
Containment Rate
0
%Of sessions handled without agent transfer
Support across 4 global regions
US, UK, Ireland, and Dubai
Bilingual support enabled at launch
English and Spanish with localized experiences across markets
High containment at scale
InteleTravel achieved a 75% containment rate, meaning the majority of advisor queries are handled within the system without needing escalation. This significantly reduced the load on support teams and improved response speed for advisors.
With a 92% resolution rate, most queries are completed end-to-end in a single interaction. Advisors are able to get what they need without repeated follow-ups or switching between channels.
Strong resolution performance
24/7 support without expanding teams
By introducing chat and voice support, InteleTravel enabled continuous, always-available assistance across regions. This removed the need to scale headcount while still supporting increasing advisor demand and global coverage.
Improved advisor experience and adoption
Advisors actively engage with the system, with average interaction times exceeding 5 minutes, indicating deeper usage beyond basic queries. Sentiment remains consistently positive, with only 0.62% negative feedback, reflecting trust in the system.
Routine queries that previously required manual handling are now resolved automatically, allowing internal teams to focus on more complex support needs. This has reduced operational pressure and improved how resources are allocated across the business.
Operational efficiency and resource optimization
“The onboarding and implementation was very smooth. The team we worked with through Yellow.ai was excellent, and the enthusiasm and energy around the project from start to finish was really solid. We were able to stay close to our timelines and deliver as planned.”
Chief Operating Officer, InteleTravel
