Travel Counsellors rolls out 'transformational' AI assistant

Travel Counsellors will roll out its “transformational” AI assistant to its global network of agents from today (November 10) following an 18-month development period.

 

TC Co-Pilot is a standalone interface which will be integrated within the homeworking agency’s digital booking platform, Phenix.

 

Unveiling Co-Pilot at Travel Counsellors’ annual conference in Liverpool today (November 8), chief technology officer Jon Bauer said it “stands apart from generic AI tools” by offering a “completely new product experience”.

 

The tool will provide agents with support on using Phenix powered by the company’s own knowledge base, explained Bauer, while also assisting with business tasks such as building itineraries, researching hotels, creating marketing materials and planning social media content.

 

Bauer said that the tool will also “add a personal touch to the customer experience” with features including tailored packing lists, local restaurant recommendations and personalised welcome letters, which will “free up time” for agents to focus on building client relationships.

 

“Now is the time to embrace the tools at your disposal and leverage this platform, because when we combine the strength of the human connection and scale it with our technology, we can create something truly unique and exceptional,” said Bauer.

 

“Co-Pilot will help connect all the data and everything you do over the next couple of years. Our platform forms the foundations of something which is remarkable: a platform that’s not just built for travel counsellors, but one that’s built around you.”

 

Bauer’s announcement that the feature will be rolled out to Travel Counsellors’ global network of more than 2,200 business owners next week was met by applause and cheers from the 1,500-strong crowd at the M&S Bank Arena.

 

The 18-month development period of Co-Pilot saw the tool used by 120 travel counsellors on a trial basis, who suggested improvements which were gradually implemented by the company’s tech team.

 

Co-Pilot’s rollout forms part of an £18.5 million investment in Phenix this year – up from £16 million last year – which chief executive Steve Byrne described as “incredible”.

 

“Co-Pilot is unique because it takes advantage of the very best AI tools and combines them with external travel content and our own unique data in a safe way, meaning travel counsellors will be able to craft itineraries with the help of AI in a way that is bespoke to them,” he added.