ARTICLE
The AI moment is here. But most TMCs aren’t ready.
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Full Article
The AI moment is here. But most TMCs aren't ready.
If you're a TMC today, you're likely being asked to do more with less.
Your clients expect fast, consistent service across every channel while your team juggles IROPs, policy changes, and outdated systems. You've probably heard the promise of AI with shorter handle times, 24/7 support and smarter agent assistance. But here's the challenge: AI can't fix what it can't see.
Why most TMCs aren't seeing enough ROI from AI yet
While many TMCs are exploring AI and automation, only a small percentage have the foundational technology in place to support it. The most common blockers we see include:
Fragmented communication channels for phone, chat, email, and more.
Agents (and AI) don't have visibility into booking history, loyalty tier, or previous interactions — limiting support quality
Disparate systems patched together or built in-house, which slows down innovation
What's in the way of reaping AI ROI quickly? A modern omnichannel platform.
To realize the benefits of AI, you need the infrastructure that enables it. That starts with adopting an omnichannel platform where AI agents can thrive. With omnichannel platforms:
The AI agent and human agent can seamlessly collaborate on a case
AI agents can prepare resolutions for agents and leave notes in the same workspace (reducing AHT with nearly no change management)
AI agents can take control of cases and escalate it to human agents only when needed
AI agents can route and prioritize more intelligently by using queues, priority scores and/or skills-based routing approaches
How to evaluate an omnichannel platform to maximize AI ROI
Not all omnichannel platforms are created equal. At Acai, we've evaluated and integrated a number of omnichannel platforms such as Zendesk, Front, Salesforce, Genesys, Nice, Glassix, FreshDesk and Zoho. Here's what to consider:
AI Readiness. Many CRMs or phone-systems that convert into omnichannels are not built for AI. You want one where AI is able to take over a conversation and have full visibility of the case; have auditable interactions; and have places to leave case notes and guidance for human agents.
Open APIs. AI performance depends on how easily it can access and act upon your data. Look for omnichannel platforms with open, well-documented APIs and real-time event streams. These capabilities allow you and any AI agentic system to read, write, and update cases dynamically across email, chat, and phone.
Proprietary or closed systems make it harder to integrate new models or orchestrate workflows across departments whereas a flexible API layer ensures scalability.
WFM Integration. A powerful omnichannel doesn't just connect channels; it connects people. Platforms that integrate with Workforce Management (WFM) and analytics systems help forecast demand and optimize staffing, especially during IROPs or surges. Look for unified dashboards where supervisors can monitor both AI and human performance, jump in when needed, and reassign cases across queues. When AI and humans share context and visibility, the result is faster service and higher traveler satisfaction.
Build your foundation right from Day One
As the AI layer that sits on top of omnichannel platforms Acai automates, orchestrates, and optimizes travel operations. Once a great foundation is set, here's how we help:
We partner with TMCs to evaluate omnichannel platforms and recommend the right setup based on your current tech stack, business model, and goals.
We activate AI and automation by:Automating common workflows like ticketing, rebooking, cancellation, disruption management, schedule changes and complex policy queries
Prioritizing and triaging traveler cases, especially during disruptions
Guiding agents in real time with intelligent, context-aware recommendations
When omnichannel and AI work together, the impact is immediate: faster service (with >50% faster AHT), more efficient teams, and better traveler experiences.
Don't invest in automation before your infrastructure is ready. But build your automation strategy right from the get-go.
