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 industry, reports that traveler support provided by human agents specialized in the industry can improve service quality by up to 21% compared to AI-based solutions, according to operational data.
The findings show that human-led operations achieve nearly 90% quality performance in more than half of the cases, with some even reaching 100%. In contrast, AI support systems peak at a 69% compliance rate, a figure that improves to 79% when human agents are involved with supported 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 explores 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 believing that sustainable differentiation remains dependent on human talent and deep operational expertise.
“If everyone is using the same AI tools, the real differentiator is the team behind it. The complexity of the travel industry still requires professionals who can think critically, make decisions, and authentically represent the brands they work for,” said 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 effectively integrate it into strategy, culture and decision-making.”
AI does not replace judgment; it raises the bar for that
The adoption of AI in customer service continues to grow steadily. According to Gartner, 38% of organizations have already deployed AI-powered chatbots in their customer support operations, an increase of 25% in the past two years.
These advances have enabled much of the transactional layer of traveler support, especially simple, structured queries, to be automated. However, real-world travel activities still involve scenarios where human intervention is essential.
“Destination disruptions, flight cancellations, post-sale claims or coordination between multiple suppliers introduce levels of complexity and variability that limit the fully automated solution. In these cases, agents with experience, judgment and product knowledge remain essential to delivering effective results,” explains Ariño.
Co-sourcing as a structural answer
Specialist co-sourcing – integrating external teams that operate according to the client’s KPIs, processes and brand culture – has emerged as one of the most effective answers to increasing cost and complexity pressures in the sector.
According to 247tpd operational data, this model delivers cost savings of 40% to 50% in customer service and ongoing operations, and reaches more than 70% in higher-end labor markets.
However, the value goes beyond cost efficiency. It lies in the combination of deep sector specialization, low employee turnover, supported by Gallup-based methodologies with certified coaches, and rapid scalability. Data from Metrigy and SymTrain (2024) show annual attrition rates of 30% to 40% in Latin American contact centers, while 247tpd’s model reduces attrition by as much as 95%.
“The debate around AI in travel often ignores a simple truth: the problem 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 more than 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, especially among bed banks, wholesalers, OTAs and tour operators looking to scale their operations without compromising service quality.
