Atlas Scales Customer Service with AI Automation

Introduction & Background

Atlas Travel & Technology Group brings high-touch travel management into an AI-assisted workflow.

Award-winning Atlas Travel & Technology Group is headquartered in Marlborough, MA. Founded in 1986, the company brings Atlas Travel, Prime Numbers Technology, and ATHome together under one umbrella to offer a growing portfolio of travel management services to organizations around the world.

Atlas is leveraging AI and automation to overcome challenges in managing customer service and optimizing the traveler booking experience. By integrating travel AI automation tools from AMGINE with an AI-powered customer service platform from Front, Atlas achieved a 94% trip conversion rate, 7X faster processing times, and an 87% customer satisfaction score.

Industry challenges

Service gaps, rising traveler demands, and fragmented operations.

Atlas, a woman-owned, B Corp certified travel management company, specializes in high-touch corporate travel, humanitarian missions, and patient travel programs for prominent nonprofits, biotech, and name-brand companies worldwide.

Travelers now engage through multiple touchpoints, from email and phone calls to Slack and WhatsApp. Atlas was managing legacy systems optimized for phone-based support, making it difficult to scale digital communication channels and efficient automation.

Group travel added another layer of complexity. Traditional methods for booking group air across hundreds or thousands of travelers were manual, inefficient, error-prone, and time-consuming.

Today’s travelers, especially millennials and Gen Z, expect instant gratification from services.

Solution

AMGINE and Front created a unified, AI-led service workflow.

Atlas partnered with AMGINE, an API-first AI automation platform for TMCs, and Front, an AI-powered customer service platform, to transform operations and enhance traveler experiences.

• Omnichannel communication: a unified workspace for every channel, including telephony, email, and chat.
• Intelligent routing: automatic message assignments for clear agent ownership.
• Flexible automation: workflows tailored to Atlas’s business processes.
• Real-time collaboration: team coordination without switching apps.

AMGINE transforms unstructured data from Front into actionable itineraries. By leveraging proprietary AI automation and GDS integrations, AMGINE creates itineraries from traveler inquiries, introduces automation beyond the inbox, and streamlines travel operations.

AMGINE and Front give us the ultimate in multi-channel communications flexibility, AI-driven personalization and automation, and agent efficiency.

Outcome

Automation and AI powered a 94% trip conversion rate.

Atlas achieved a 94% trip conversion rate and processes requests seven times faster. In addition, 90% of its agents have embraced automated itinerary recommendations powered by the integration of AMGINE and Prime Numbers Technology.

By reducing non-actionable work, agents can focus on more complex tasks, boosting productivity and morale. Atlas plans to build on this success by using AI automation to handle a broader range of tasks while giving travelers faster, more personalized service.