Talkdesk is stepping up to meet the chaos and complexity of modern travel and hospitality by launching two industry-specific solutions: Talkdesk Travel Experience Cloud and Talkdesk Hospitality Experience Cloud. These new platforms are designed to tackle some of the most pressing pain points in customer service, offering instant, agentless AI-powered support that meets today’s soaring expectations for speed, convenience, and personalisation.
“Modern travellers don’t just expect fast, personal support—they demand it,” said Tiago Paiva, chief executive officer and founder of Talkdesk. “These new Experience Clouds give travel and hospitality brands the power to deliver instant, AI-driven service that keeps up with the pace of the journey, from booking to baggage claim, check-in to check-out. This is automation built for the chaos, urgency, and complexity of modern CX.”
In a world where 22% of U.S. flights were delayed in 2024 and guests increasingly expect mobile-first, contactless service at hotels, the pressure on CX leaders in travel and hospitality is enormous. Travellers want help that’s fast, personal, and available in the moment—not canned responses or long hold times. With Talkdesk’s new Experience Clouds, brands can meet that demand head-on.
AI That Knows When and How to Help
At the core of both Experience Clouds is Talkdesk’s Customer Experience Automation (CXA) platform, purpose-built to power seamless, AI-led interactions at scale. Using multi-agent orchestration, CXA coordinates a team of smart AI agents that can resolve complex queries collaboratively, without missing a beat or losing the human touch.
Need to rebook a delayed flight, manage a seat upgrade, or check in to your hotel room remotely? These platforms automate common, high-volume interactions while staying contextually aware of each guest’s journey. That means no repeating yourself, no frustrating hand-offs, and no “please hold” during moments of high stress. Instead, customers get proactive, personalised solutions—delivered in real time across their preferred channels.
Built for the Realities of the Guest and Traveller Experience
Both platforms come with low-code tools and ready-made integrations, making it easy for brands to connect AI with critical systems like property management (PMS), CRM platforms, and loyalty programs. This accelerates deployment, reduces IT overhead, and unlocks rapid time-to-value.
For hotel guests, this means AI can help secure reservations, fulfil room service requests, and offer local recommendations—all without ever dialling the front desk. For travellers, it means real-time flight updates, personalised rebooking after delays, and proactive itinerary changes—all delivered through SMS, chat, voice, or social.
Smart, Safe, and Multilingual by Design
In addition, the clouds are multilingual, compliant with data regulations like GDPR and CCPA, and flexible enough to integrate with most enterprise stacks. Whether a customer is checking in from São Paulo or Seattle, they’ll get the same level of context-rich, compassionate support—in their language, on their terms.
And it’s already working. Talkdesk counts industry leaders like Hawaiian Airlines, Travelopia, Indie Campers, and Live! Casino Hotel among its global customer base, all of whom are embracing these innovations to elevate CX and deepen customer loyalty.