Specialized traveler support agents improve service quality by up to 21% compared to AI-solutions | News
24/7 Travel Partner Desk (247 tpd), a co-sourcing services company operating exclusively in the tourism sector, reports that traveler support delivered by industry-specialized human agents can improve service quality by up to 21% compared to AI-based solutions, according to its operational data.
The findings show that human-led operations reach close to 90% quality performance in more than half of cases, with some achieving 100%. By contrast, AI-only support systems peak at 69% compliance, a figure that improves to 79% when human agents are involved in assisted models.
The announcement comes ahead of ConX 2026, the tourism distribution event organized by Travelgate, which will gather more than 1,000 industry executives on June 2 in Palma de Mallorca. Under the theme “In a world where AI makes everyone average, difference is your strategy,” the event will explore how artificial intelligence is reshaping the travel industry and redefining competitive advantage.
In this context, 24/7 TPD positions itself as a co-sourcing specialist for the travel sector, firmly maintaining that sustainable differentiation continues to depend on human talent and deep operational expertise.
“When everyone is using the same AI tools, the real differentiator is the team behind them. The complexity of the travel industry still demands professionals who can think critically, make decisions, and authentically represent the brands they work for,” says Gerardo Ariño, CEO and founder of 24/7 Travel Partner Desk (247tpd). “The industry has reached a turning point in the AI debate, driven by the democratization of models, platforms, and data. The question is no longer who uses AI, but who knows how to integrate it effectively into strategy, culture, and decision-making.”
AI doesn’t replace judgment; it raises the bar for it
AI adoption in customer service continues to grow steadily. According to Gartner, 38% of organizations have already deployed AI-powered chatbots in their customer support operations, a 25% increase over the past two years.
This progress has enabled much of the transactional layer of traveler support—especially simple, structured queries—to be automated. However, real-world travel operations still involve scenarios where human intervention is essential.
“Disruptions at destination, flight cancellations, post-sale claims, or multi-supplier coordination involve levels of complexity and variability that limit fully automated resolution. In these cases, agents with experience, judgment, and product knowledge remain essential to delivering effective outcomes,” Ariño explains.
Co-sourcing as a structural response
Specialized co-sourcing—integrating external teams that operate under the client’s KPIs, processes, and brand culture—has emerged as one of the most effective responses to rising cost and complexity pressures in the industry.
According to 247tpd operational data, this model delivers cost savings of 40% to 50% in customer service and ongoing operations, reaching over 70% in higher-cost labor markets.
However, the value goes beyond cost efficiency. It lies in combining deep sector specialization, low turnover supported by Gallup-based methodologies with certified coaches, and rapid scalability. Data from Metrigy and SymTrain (2024) shows annual turnover rates of 30% to 40% in Latin American contact centers, while 247tpd’s model reduces turnover by up to 95%.
“The debate around AI in travel often overlooks a simple truth: the issue is not a lack of automation, but a lack of teams that truly understand the business. AI solves part of the equation. Skilled, specialized people solve the rest,” Ariño adds.
With more than 15 years of experience and over 600 professionals operating from Cali, Colombia, in six languages, 247tpd supports leading industry players including Norwegian Cruise Line Holdings (NCL, Oceania Cruises, Regent Seven Seas), Air Europa, Viajes El Corte Inglés, Avoris, World2Meet, Logitravel, and OKmobility, among others.
At ConX 2026, 247tpd aims to strengthen its presence within the European travel distribution ecosystem, particularly among bedbanks, wholesalers, OTAs, and tour operators seeking to scale operations without compromising service quality.
