TripADeal introduces a new way for customers to connect and plan their next holiday.

TripADeal uses Agentforce to help customers navigate the website and get their questions answered quickly, enabling the travel agency's Travel Consultants to work more efficiently. Team members also benefit from working hand-in-hand with a new virtual travel consultant to help customers find and plan their next bucket list experience.

TripADeal is an Australian online travel agency offering curated holiday packages, including tours, cruises, hotels, and experiences. The company was founded in 2011 and acquired by Qantas in 2024.

Provide customers with a new way to connect while continuing to deliver exceptional service 

With Salesforce embedded across TripADeal’s entire business, Agentforce presented the online travel agent an exciting opportunity to extend its team with digital labour and connect with customers in a new way.

TripADeal’s travel experts, based in Byron Bay and the Gold Coast, already provide an exceptional service. Agentforce offered a way to help them serve customers more efficiently. It also allowed them to experiment with AI and offer customers a virtual travel consultant to assist them to find and plan their next holiday.

Agentforce serves up instant answers and personalised deal recommendations

TripADeal’s first agent acts as a virtual travel consultant, conversing with customers in natural language to answer questions and understand their travel preferences so it can recommend the right deals. The autonomous agent uses Retrieval Augmented Generation (RAG) to search across unstructured data such as knowledge articles to provide quick and accurate responses to commonly asked questions. The agent also uses Flows and Prompt Templates to retrieve details of holiday packages, which are housed in a custom object within Salesforce. 

If customers have more complex questions or would like help to make a booking, the agent can seamlessly hand over to one of TripADeal’s travel experts. TripADeal also monitors agent interactions with Omni Supervisor so that it can intervene in real time and proactively route conversations to a travel expert if they require a human touch. 

With Agentforce deeply integrated with Service Cloud, travel experts can see the full history of incoming conversations and easily pick up where the agent left off. 

TripADeal plans to extend the use of the agent to help team members surface information more quickly, including relevant deals based on when and where customers want to travel and who they are travelling with. This will equip the team to deliver better, more personalised service while supporting efficient growth. 

Data Cloud gives agents the data they need to work and informs enhancements 

TripADeal developed the proof of concept for its first agent in five weeks with support from Salesforce consulting partner Slalom. The initial phase of the project included unifying the travel company’s data in Data Cloud so it’s easily retrieved by agents and setting up a product recommendation engine which recommends and summarises the three most relevant deals that meet the customers’ criteria.

Data Cloud also powers reports and dashboards that track the use of Agentforce and surface insights back to the business. Using these insights, TripADeal has worked with Slalom to enhance agent outputs. For example, they have optimised existing knowledge articles to give agents more context to respond to common questions. 

TripADeal’s continued testing and optimisation ensure that customers have a positive experience and get the help they need, whether talking to a human or agent. 

Salesforce’s deeply integrated platform helps to power TripADeal’s entire business, including sales and support with Service Cloud, customer engagement with Marketing Cloud and publishing of deals on the website using Heroku. Agentforce harnesses the data on the platform to provide customers with fast and accurate responses to their questions. The agent also goes beyond service to help inspire customers with personalised deal recommendations.