Human agents still outperform AI during travel disruptions, says BPO provider

As heatwaves continue to disrupt travel across Europe during the peak summer season, travel industry outsourcing specialist 247 Travel Partner Desk (247tpd) says human expertise remains critical when it comes to resolving complex customer service issues.

Citing new internal data, the business process outsourcing (BPO) provider, operating in Cali, Colombia, says specialized travel support agents achieve resolution quality rates of up to 90 per cent – and even 100 per cent in certain cases – compared with 69 per cent for AI-only customer service solutions.

The findings come as soaring temperatures have triggered rail cancellations and delays in countries such as France and Germany, operational disruptions at European airports, and the temporary closure of several tourist attractions and landmarks, creating a spike in requests for booking changes, re-accommodation, cancellations and travel information.

"Over the past few weeks, extreme temperatures have led to rail cancellations and delays in countries including France and Germany, operational disruptions at European airports, and the temporary closure of several tourist attractions and landmarks. These situations immediately drive a surge in customer requests related to booking changes, re-accommodation, cancellations, and travel information," said Gerardo Ariño, CEO and founder of 247tpd, in a press release.

According to the company, the current wave of disruptions has made fast and effective customer service a strategic priority for airlines, travel agencies, tour operators and booking platforms.

“While artificial intelligence is highly effective at handling large volumes of enquiries and automating repetitive processes, resolving complex travel disruptions still requires experienced agents who can coordinate multiple suppliers, manage exceptions, and deliver tailored solutions in real time," Ariño added.

Hybrid approach offers gains

The company's analysis found that AI-only solutions achieve a 69 per cent resolution quality rate, while specialized travel agents reach 90 per cent – a 30 per cent relative improvement.

When AI is used to support human agents, resolution quality rises to 79 per cent, suggesting that a hybrid approach can improve efficiency.

However, 247tpd says specialized agents continue to deliver the strongest results when handling the most challenging scenarios, including disruptions caused by extreme weather.

"Artificial intelligence is transforming customer service and will continue to play a key role in improving operational efficiency,” Ariño said.

“However, when travellers face complex issues resulting from cancellations, delays, or extreme weather events, human expertise and decision-making remain essential. AI should be viewed as a powerful enabler of efficiency and scalability, while specialized agents provide the judgement and flexibility needed to resolve the most critical cases.”

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