Engine is a fast-growing business travel platform trusted by over a million business travelers. With a user-first, commitment-free model, Engine is redefining modern travel management. As a contractless company, customers don’t have to lock into a contract to use the platform; they can stop and start anytime. This flexibility means Engine must earn customer loyalty, making an exceptional user experience essential to its success.
Laying the Foundation for AI-Driven, Scalable Support
As a leading travel platform, Engine receives over 50,000 customer support messages each month, many of which require personalized assistance with travel plans. Managing this volume required several team members to manually sort and categorize inquiries, a time-consuming and costly process. To meet rising demand without increasing overhead, Engine sought innovative ways to scale and streamline customer support while allowing team members to focus on higher-value tasks.
To streamline everyday support tasks related to cancellations, Engine leaned on Salesforce’s out-of-the-box capabilities, minimizing the need for custom development. While business travel is necessary, plans can change unexpectedly, making it critical to have a flexible, customer-focused platform that simplifies modifying or canceling trips. Due to the high volume and repetitive nature, cancellations made the perfect first use case.
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Powering Intelligent Growth with Salesforce and Astound Digital
In collaboration with Salesforce and Astound Digital, a global digital commerce consultancy and Salesforce partner, Engine introduced EVA (Engine Virtual Assistant) to address its most pressing challenges, like cancellations, case summarization, and hotel folios.
Engine’s collaboration with Salesforce and Astound Digital laid the foundation for a new era of agentic teamwork, where humans and AI work together to improve service and scale intelligently. By integrating Salesforce Flow with outbound APIs, they automated key support workflows without heavy coding. Astound delivered a working AI agent in an impressive timeline, giving the Engine team the confidence to embrace AI solutions and accelerate its customer service transformation.
When a cancellation request comes in through Agentforce, Salesforce’s intelligent service platform powered by AI, the system can recognize the intent, trigger the necessary actions to cancel the booking, and send a confirmation without agent intervention. The result is a lightweight, flexible, and easily configurable solution.
Uncover the Full Story
Hear from Engine and Astound Digital in a 2-minute video
Building a Smarter Support Ecosystem
Engine’s success with AI-powered customer service resulted from a strategic, intentional approach to innovation. By combining Salesforce capabilities, automation tools, and agentic AI, Engine built a scalable support system that efficiently manages high volumes of customer inquiries while delivering fast, personalized service. Here’s how each element contributed to the transformation:
- Salesforce Service Cloud with Agentforce
Automatically manages and categorizes 50,000+ monthly support messages, reducing manual sorting and routing, saving time and operational costs. - Salesforce Flow (Low-Code Automation)
Automated complex processes like cancellations end-to-end without heavy coding, enabling faster responses and freeing agents from routine tasks. - Outbound APIs Integration
Connected Salesforce to external systems for real-time processing of bookings and cancellations, reducing errors and operational delays. - Agentic AI (Advanced AI Capabilities)
Understands customer intent, makes decisions, and improves over time, enhancing personalized service and allowing agents to focus on more complex issues.
A Future Fueled by Innovation
Engine’s team has gone all-in on AI, leveraging human talent to complement AI’s capabilities, and just scratching the surface of possibilities. With this first launch of AI tools, Engine expects to save about $2 million annually, while freeing up team members to focus on more complex, value-driven work. By tackling a common pain point for travelers, Engine reduced friction, improved satisfaction, and proved that AI could deliver meaningful impact fast.
Engine’s team plans to take Agentforce to the next level to solve more complex travel issues and deliver a personalized customer experience across the entire travel journey. With humans and AI working in tandem, Engine is scalable and future-ready, redefining what’s possible in business travel and building the foundation for long-term loyalty.
