With Australian holidaymakers increasingly looking online to book their next holiday, TripADeal has turned to Agentforce to work alongside its consultants to provide unforgettable experiences to travellers.
Thousands of these future holidaymakers recently had the chance to see first-hand how TripADeal is using AI agents alongside its consultant team to provide fast and accurate service in support of their travel bookings, as part of a world-first AI immersive experience in Sydney that encouraged visitors to plan their dream holiday using TripADeal’s Agentforce agent.
Driving the news: The Australian online travel agency prides itself on its exceptional customer service, offering curated holiday packages – including tours, cruises, hotels and experiences – to help customers book the getaway of their dreams.
With Agentforce – a complete AI system for augmenting teams with trusted autonomous AI agents in the flow of work – AI agents work alongside TripADeal’s travel consultants to scale its world-class service and deliver a helpful and seamless experience for Aussie travellers.
TripADeal’s AI agent serves as a virtual travel consultant, an extension of its team that answers questions and learns travel preferences for tailored recommendations, enabling the travel agency’s human consultants to work more efficiently. For complex queries or booking assistance, customers are transferred to a human consultant, and TripADeal monitors all interactions to ensure timely human intervention if needed.
The business plans to extend the use of the AI agent to help its team members surface information more quickly, including relevant deals based on when and where customers want to travel and who they’re travelling with. This will equip the team to deliver better, more personalised service while supporting efficient growth.
Why it’s important: AI, personalisation, and trust are key priorities for Australia’s marketing leaders. A YouGov survey of over 1,000 Australians found that 66% plan to book travel online in the next six months, with 59% seeking personalised recommendations based on their preferences.
Younger generations, particularly Gen Z (72%) and Millennials (69%), are more interested in these recommendations compared to Gen X (54%) and Baby Boomers (46%). Similarly, Gen Z (89%) and Millennials (88%) are more likely to book experiences online, versus Gen X (79%) and Baby Boomers (72%). These results reflect generational shifts in attitudes toward AI and customer experiences
Go deeper: To demonstrate how humans and autonomous AI agents can work together to deliver these types of personalised, curated holiday packages, Salesforce teamed up with TripADeal to create a world-first AI immersive experience, What AI Was Meant to Be, at Martin Place in the heart of the Sydney CBD.
Visitors were able to experience how Salesforce’s Agentforce is helping TripADeal deliver personalised, curated ‘meant to be’ dream holidays to Aussies across the country. Over 20,000 people experienced the activation over the three days, with over 1,000 people getting hands on to build a custom holiday package using the TripADeal agent.
Salesforce view: “Aussie travellers want unique, personalised travel recommendations to make their dream holidays come to life. We have to remember that planning a trip is often a major investment in time and money, so anything that can help make this process smoother is a win for those with the travel bug. For TripADeal, autonomous agents and humans working together are helping to meet these expectations and deliver an exceptional experience for their customers, redefining what’s possible for the travel industry.” – Leandro Perez, SVP and CMO Australia and New Zealand, Salesforce
Learn more:
- Find out more about Agentforce
- Read more on why AI, personalisation, and trust are key priorities for Australia’s marketing leaders
- Leanr more about TripADeal’s Agentforce journey
