Alidays embraces Agentic AI in customer service with Atlantic Technologies

Alidays, a company specialized in luxury and tailor-made travel, has chosen Atlantic Technologies to advance its digital transformation journey and bring Agentic AI into its customer service operations.

With revenues of €85 million and approximately 21,000 travelers supported each year, Alidays manages around 7,600 tailor-made trips across all non-European continents through a network of partner travel agencies.

In an industry where the quality of the relationship is an integral part of the experience, the goal was to make the customer journey smoother, smarter, and more efficient by providing operators with up-to-date information and tools to support them in their daily activities.

Alidays’ journey with Salesforce solutions began in 2019 with the implementation of Service Cloud, now Agentforce Service, integrated with the company’s management system. The platform enabled Alidays to centralise customer and operational information, making customer care management more effective.

Subsequently, together with Atlantic Technologies, Alidays expanded the project to include Marketing Automation and Loyalty Management, strengthening relationships with both partner agencies and end customers.

Alidays then took another step forward in its innovation journey by introducing its first Agentic AI use cases in customer service.

In particular, AI supports operators with the automatic generation of case summaries, creating structured overviews of interactions and the status of each request. This makes it possible to quickly retrieve the relevant context and respond more effectively, reducing the time spent reading and reconstructing conversations.

The second use case focuses on the generation of case closure communications: AI supports the creation of personalized messages explaining how a request was handled and resolved.

At the same time, Alidays is working on the evolution of its knowledge base, with the aim of transforming available information into structured, easily accessible knowledge, further speeding up case resolution and improving the quality of responses.

The journey undertaken with Atlantic Technologies has enabled Alidays to progressively build a digital ecosystem capable of integrating data, processes, and artificial intelligence to support the customer experience.

The main benefits include:

• Greater efficiency in customer service: automating repetitive tasks reduces the time required to analyze and handle requests.
• More accessible and better-leveraged information: data and interactions are transformed into useful information to support operators in managing cases.
• More personalized communications: AI supports the generation of messages that are consistent with each case and tailored to customer needs.
• More time for customer relationships: operators can devote greater attention to listening, providing advice, and creating tailor-made travel experiences.
• An evolutionary path toward Agentic AI: the use cases implemented in customer service represent the first step in a broader roadmap for the adoption of artificial intelligence.

In the short term, the company plans to extend the use of AI to conversational channels, voice, and WhatsApp, where it will be able to support operators in real time by suggesting content, retrieving information, and accelerating decision-making processes.

At a later stage, the use of intelligent agents could also be extended to loyalty management and sales consulting, bringing together product knowledge, customer preferences, and the expertise of Alidays specialists.