Disruption arrives all at once
One cancellation generates hundreds of simultaneous contacts, and the queue forms faster than any roster can absorb.
Travel & hospitality
Disruption handled before the phone rings
When a flight moves or a booking changes, OptiML reaches every affected traveller with options, across voice, WhatsApp and email, in their language, at any hour.
- 20+ languages with mid-call switching
- 99.9% monthly uptime commitment
- Travel vertical pack included
Illustrative interface. Names, flight numbers and counts are sample data, not a performance claim. The screen shows an OptiML disruption desk: queues for one delayed flight, a mixed queue of WhatsApp, voice and email conversations with travellers in four languages, and an outreach panel counting affected travellers, those reached on the first channel and those still to reply.
The problem in your world
Travel demand is not smooth and it is not monolingual. It arrives in a wave, in six languages, at three in the morning, and every answer depends on a reservation held in a system the contact centre does not own.
Travellers span time zones and languages
Support demand does not follow your office hours, and interpreter coverage rarely matches the passenger mix.
The booking system is the hard part
Answering the question is easy; reading and modifying the reservation across PNR, PMS and payment systems is where integrations fail.
From the delay notice to the rebooking
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Booking and itinerary management
Status checks, modifications, cancellations and fare or availability lookups through workflow API calls into your reservation system.
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Disruption outreach
Proactive voice, WhatsApp and email notification of delays and cancellations, with rebooking options presented in the same conversation.
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24×7 multilingual coverage
20+ languages with mid-call switching, covering every time zone without a night shift in every market.
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Ancillary and upgrade sales
Seat, room and package upgrade offers through outbound campaigns timed to the journey stage.
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Pre-arrival and post-stay journeys
Check-in reminders, arrival instructions, in-stay support and post-stay CSAT, orchestrated as a journey rather than a set of blasts.
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Loyalty servicing
Points, tier, redemption and benefit questions grounded in your programme terms.
Capabilities that matter here
Six parts of the platform carry most of a travel operation. Each one is a page in its own right, and none of them is a separate licence.
Multilingual voice
20+ languages, including 22 Indian languages through Bhashini, with mid-call language switching. Voice AI agentsProactive outbound journeys
Predictive, power and progressive dialing with DNC and consent enforcement built in. Outbound & dialerWorkflow API nodes
100+ nodes, 50+ triggers and 35+ templates for API calls, branching and approvals around the conversation. Automation & workflowsWhatsApp confirmations
WhatsApp Business Cloud API with templates, commerce flows and rich media, on the same agent as voice. Chat & omnichannelUniversal inbox
Live copilot, customer 360, call controls and AI wrap-up in one workspace for the human who takes over. Agent DeskCross-channel continuity
Voice, chat, WhatsApp and email behind one conversation model, one orchestration loop and one analytics stack. The platformWhat it holds under a peak
A disruption is the worst possible moment to discover a platform limit. These are the commitments underneath the travel pack.
Languages
Mid-call switching covers 20+ languages, so a traveller changes language and the agent follows.
Uptime
The 99.9% monthly uptime commitment is contractual in the SLA, with published service credits.
Compliance packs
The PCI-DSS compliance pack covers payment handling, and the GDPR pack includes data-residency controls for EU travellers.
Resilience
Multi-region failover with replication runs in the region you choose, and RMT operates and patches it.
PCI-DSS
GDPR
The travel vertical pack ships pre-built agents, knowledge structure, compliance templates and workflows, all activated in one click.
The proof we will not invent
We publish outcome figures only with the customer's written approval, so this slot stays empty until one is signed off. In the meantime the mechanism above is the honest version.
Customer story
Deep dive: reading and writing the reservation
The part that decides whether any of this works is the integration. Workflow API nodes call your PNR, PMS and payment systems inside the conversation, with branching, retries and human approval gates on anything high-stakes. Automation & workflowsWhere to go next
Neighbouring operations that run on the same platform, with the same record behind them.
Retail & E-commerce
Order status, returns, cart recovery and product Q&A across WhatsApp, chat and voice. Retail & E-commerceContact Centre
Retire the menu tree, unify every channel into one queue, and give supervisors a live floor. Contact CentreTelecom
Plan, usage and billing self-service, recharge, outage notification and retention at volume. TelecomThe platform underneath
Everything on this page is the OptiML CX Platform configured for Travel & Hospitality, not a separate product. These are the modules it leans on.
Book a working session
See it handle one of your real conversations
Bring a call recording, a policy document or a WhatsApp thread from your own operation. We will ground an agent in it and run it live on the call, not a canned demo.
- 30 minutes
- A working agent grounded in your content
- No slide deck unless you want one
Book a demo
30 minutes, on your own content. No slide deck unless you want one.
or reach us directly
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