Launching a New Revenue Channel for Travel Agents
Client
Client
India’s second largest B2B travel aggregator managing ~12% of the country’s travel booking volume.
Challenge
Challenge
- Domestic revenue was declining as travel agents lost customers to Online Travel Agencies (OTAs).
- The existing API layer was not robust enough to support a fast, customer-facing booking experience at scale.
- Travel agents lacked the ability to build comparable technology, leaving them dependent on offline and manual interactions.
Solution
Solution
- AI-enabled conversational interface on top of the platform’s transactional booking system using WhatsApp allowing travelers to search, review, confirm, and complete bookings.
- The conversational layer was integrated with backend systems to enable real-time inventory access, pricing, booking confirmation, and post-booking actions.
- New low code approach to rapid integration deployment.
Impact
Impact
- Launched a new B2B2C revenue channel that brought customers into a digital, agent-led experience
- Reversed -12% decline in domestic within 8 months of deployment
- Generated ~60M ₹ in incremental revenue for agents, improving booking conversion across the channel
Strategic Significance
Strategic Significance
Demonstrates Indexnine’s ability to take an AI-first approach to launch a new product. User research, product design, product engineering, and Product launch was combined and accelerated to build a resilient API-driven conversational interface to unlock new revenue channels on top of existing platforms.
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