Engine scales its modern travel platform with AI-powered agents, automating customer service and accelerating development
Engine, a modern travel platform for small and medium businesses, leveraged Salesforce AI agents to transform its operations. They deployed Agentforce for customer service to handle end-to-end requests and resolve 50% of chat inquiries, while Slackbot boosted internal productivity across 85% of employees. The company also drastically cut AI agent development time from months to just 12 days.
The Business
Engine, a modern travel platform for small and medium businesses, leveraged Salesforce AI agents to transform its operations. They deployed Agentforce for customer service to handle end-to-end requests and resolve 50% of chat inquiries, while Slackbot boosted internal productivity across 85% of employees. The company also drastically cut AI agent development time from months to just 12 days.
Engine · Built for small and medium businesses, trusted by over 1 million travelers.
Before AI
As Engine expanded from a hotel-focused platform to a full-service travel platform, they needed to scale rapidly without increasing costs or compromising service. Developing new AI agents took months.
What Changed
Engine adopted Salesforce's Agentforce and Slackbot to become an 'Agentic Enterprise'. Agentforce handles end-to-end customer service requests (hotel, flight, car rental), resolving chat inquiries and decreasing handle times. Slackbot provides internal AI support to employees, and the company reduced AI agent development time from months to 12 days using a hybrid development platform.
The Result
Engine now resolves 50% of chat inquiries with Agentforce, has decreased customer support handle time by 15%, sees 85% of employees using Slackbot, and develops new AI agents in 12 days.
Why this matters
AI agents empower service scalability and rapid development for growing businesses
For small and medium businesses experiencing rapid growth, AI agents offer a powerful solution to scale customer service and internal operations without proportional increases in overhead. Automating routine inquiries and providing employees with AI assistance frees up human staff for more complex tasks, directly impacting efficiency and cost-effectiveness. Furthermore, the ability to rapidly develop and deploy new AI agents in days rather than months democratizes access to sophisticated AI tools. This agility allows businesses to quickly adapt to changing needs, innovate new services, and maintain a competitive edge, turning what was once a resource-intensive development process into a nimble asset for strategic growth.
Technology Used
Used for:
Source
Results are reported by the identified source/company and have not necessarily been independently verified by AI YAI YAI.
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