Case Study: InteleTravel supports 140,000 advisors at a 92% resolution rate with Yellow.ai
Key results
The challenge
InteleTravel, one of the world's leading host agencies, supports over 140,000 independent travel advisors globally. As the business grew, many advisors, especially those new to the industry, depended on support teams to navigate tools, bookings and processes, and a large share of incoming requests were routine.
The solution
InteleTravel introduced 'InteleJoe' with Yellow.ai, a unified support experience across chat and voice. The AI agent answers advisor queries on bookings, tools and processes, enables ticket creation through TeamSupport, and routes complex queries to live agents.
The results, in context
InteleTravel documented a 92% resolution rate, with most queries completed end-to-end in a single interaction, and a 75% containment rate, meaning the majority of advisor queries are handled without escalation. The chat-and-voice model extended support to 24/7 across 140,000 advisors without expanding headcount.