2.4× More After-Hours Travel Leads with Voice AI

A mid-sized travel agency headquartered in Toronto, specializing in custom vacations and personalized travel advice. Its consultants guide clients through destination selection, trip planning, and booking, with a service built around understanding each traveler’s preferences.

As travel demand increased, the agency received more calls and booking inquiries, including outside business hours. Its small team had to manage this growing volume alongside the detailed consultations that clients expected.

Many callers were still exploring destinations or asking routine questions about pricing, policies, and travel requirements. Advisors spent time collecting basic information and handling early-stage inquiries, while more urgent booking opportunities were difficult to identify and prioritize.

The agency needed a way to:

• respond to inquiries outside business hours;
• collect trip requirements before advisor follow-up;
• distinguish early-stage interest from booking-ready inquiries;
• reduce repetitive work for travel consultants;
• preserve personal attention for complex trips and sensitive situations.

We built and integrated a Voice AI Agent as the agency’s first point of contact for inbound calls. The agent answers routine questions, gathers travel requirements, and prepares inquiries for advisor follow-up.

The Voice AI Agent can:

• answer calls 24/7 and provide information about travel options, policies, and requirements;
• collect destination preferences, travel dates, group size, and budget;
• ask follow-up questions to understand how ready a traveler is to book;
• flag high-intent inquiries for the team;
• schedule callbacks and consultations through the agency’s calendar;
• record conversation details in the CRM;
• transfer sensitive or urgent situations to a human advisor.

Travel-Specific Lead Qualification

We structured conversations around the information consultants needed to prepare a useful follow-up. The agent collects trip details and distinguishes travelers researching their options from those ready to discuss a booking.

Conversations Matched to the Agency’s Service

Real call recordings informed the agent’s conversational style. Responses were adapted to the agency’s warm, professional tone, keeping the first interaction consistent with the service clients expected from its advisors.

CRM and Calendar Integrations

The agent was connected to the agency’s CRM and calendar system. Travel preferences and conversation details are available before follow-up, while callbacks and consultations can be scheduled during the initial call.

Handoffs for Sensitive Situations

We configured escalation triggers for cancellations, emergencies, and conversations that required personal attention. The agent transfers these situations to the team with the information already collected.

The Voice AI Agent expanded the agency’s capacity to handle initial inquiries and prepare leads for follow-up. Consultants gained more time for personalized recommendations and complex bookings.

2.4× more leads captured after hours

Compared with the previous quarter, the agency captured more inquiries when consultants were unavailable.

35% less advisor handling time per qualified lead

With trip requirements collected before follow-up, advisors spent less time gathering basic information.

100% of AI conversations logged in the CRM

The team received recorded conversation details, including travel preferences and booking requirements, to support consistent follow-up.